Program Specialist, Product Planning

24 hours ago

Hyderabad, Telangana, India Uber Full time ₹ 9,00,000 - ₹ 12,00,000 per year

About the Role

The Program Specialist, Core Experience and Automations sits within our Global Digital Experience team, the digital service design arm of the global CommOps organization. This role will work with various teams in CommOps and Tech to shape the ways our customers access customer support across Mobility and Delivery services, globally. This involves understanding the customer experiences with support, primarily across automations and agent support in different geographies. As a specialist, your responsibility would be to make sure the earners stick around with Uber and drive/deliver more and consumers by ordering more by offering great quality of support. The role works very closely with Product managers, Product rollout and insights teams and CX teams to improve the customer satisfaction scores of support.

Your Impact In Role

  • Help maintain the global support experience for both mobility and delivery businesses
  • Provide project management support across product & feature rollouts
  • Improve support experience scores for drivers, couriers, riders, eaters and grocery consumers
  • Run analysis and develop insights on both quantitative and qualitative data about customer experience to influence the future of support
  • Help identify operational gaps and improve or pioneer processes to drive efficiency across support operations
  • Help to develop executive-level communications and presentations

The Experience You'll Bring

  • Attention to details as automation steps are very critical
  • Good analytical skills (including use of Sequel, Tableau)
  • Passionate to learn more and upgrade your skillset
  • Good Written and verbal communication
  • Ability to work with data and understand trends
  • Ability to breakdown ask into meaningful steps and work towards achieving the expected result
  • Work with different teams and business partners to understand the "Why?" in addition to the "What?" behind Uber's biggest challenges

Basic Qualifications

  • Bonus if you are an expert in AI & Agentic AI-based tooling
  • Experience in any persona topics to be able to add value based on the experience they have
  • Creating and formatting - newsletter, status update, deck etc.
  • Familiarity with JIRA and similar tools
  • Abillity to read Lucid charts and understand back-end code

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