Delivery Marketplace Project Specialist

2 semanas atrás

Sao Paulo, Brasil Uber Tempo inteiro

**About the Role** As a member of the Delivery LATAM Community Operations Team, you will drive the analysis behind company-wide decisions related to our community's support experience for eaters and delivery partners. You will help define and document support processes and policies, identify and action continuous opportunities and provide insights for strategic decision making through your analytics, heavy data-driven approach, and operational attitude. For this role you should have strong analytical and problem-solving skills, excellent time-management and organizational habits, and the skill to communicate and present information for stakeholders at all levels of the business. **What You'll Do** - Drive analysis on important strategic decisions improving the experience for our delivery partners and eaters. - Work with Project Manager and business partners to understand the Why?" in addition to the What?" behind Uber's biggest customer support challenges - Design, implement, and maintain support processes and policies and identify areas of continuous improvement - Ensure adherence on our policies and processes to make sure BPOs are providing the best support to our customers - Prepare and run weekly business reviews and data analysis on a BPO level - Coordinate support content efforts to ensure we provide the knowledge our BPO needs - Perform weekly and ad hoc data analysis/deep dives to keep the nerve center of our operations engine running at full speed and gather actionable insights - Coordinate with other members of the ComOps Team to measure the impact, effectiveness, and efficiency of new launches and business processes - Lead quality calibrations to ensure quality and consistent processes - Manage all escalated continuous process improvement requests for your respective support queue, corresponding and collaborating closely with relevant partners as needed **Basic Qualifications** - Bachelor's Degree or equivalent experience - 2+ years of work experience in continuous improvement/process related operational roles or analytical roles - Strong & shown project leadership skills (plan and execute projects with multiple work streams and dependencies) and the ability to independently lead tasks involving multiple businesses to meet ambitious deadlines. - Strong written and verbal communication skills in English - Strong attention to detail with swift execution - Experience documenting processes and collecting and presenting data visually - Solid organizational skills - You effectively prioritize work to target the highest-impact issues first - Problem solving mentality - the ability to self-serve, investigate and get the data we require will make you much more effective in this role. Self-starter attitude is a must - Analytical mindset - You can diagnose problems to identify root cause issues. **Preferred Qualifications** - High-growth operations or startup experience - Familiarity with support/customer operations - SQL knowledge - Six Sigma, Change Management, and/or Project Management certifications.

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