Strategy & Planning Program Specialist

Há 17 horas

Greater São Paulo Area, Brasil Uber Tempo inteiro

About The Role
The Operational Excellence team's mission is to accelerate agent performance and optimize processes across Uber's LATAM and global support operations, driving improvements in efficiency (AHT ↓) and customer satisfaction (CSAT ↑). We partner with internal teams and external vendors to identify opportunities, implement scalable solutions, and continuously raise the bar for support quality. As an Operational Excellence Program Specialist, you'll directly impact how millions of customers experience Uber support by transforming data-driven insights into measurable operational improvements.

What The Selected Candidate Will Do

  • Drive data analysis to inform operational and strategic decisions that boost efficiency and quality.
  • Identify and solve operational weaknesses, designing or improving processes that enhance scalability and performance.
  • Lead and execute operational excellence initiatives to reduce handling time, improve resolution quality, and elevate agent performance.
  • Collaborate cross-functionally with internal teams and BPO partners to deliver measurable, sustainable improvements.
  • Track, analyze, and communicate the impact of initiatives through reports, dashboards, and presentations.

Basic Requirements

  • English proficiency.
  • 2+ years of experience in data analytics, operations, program management, or process improvement, in a fast-paced environment.
  • Strong problem-solving and analytical abilities; able to connect dots between data, performance, and strategy.
  • Working knowledge of SQL (able to read, understand, and build simple queries).
  • Strong root cause analysis and a hands-on, detail-oriented approach. Strong understanding of databases, data relationships, and data integrity.
  • Excellent stakeholder management skills - experience working with BPOs, WFM, and cross-functional partners.
  • Highly organized self-starter, capable of managing multiple initiatives with autonomy and speed.

Preferred Qualifications

  • Experience with continuous improvement or operational excellence methodologies (Lean, Six Sigma, Kaizen, etc.).
  • Advanced in SQL, Python, or BI tools (Tableau, Looker, etc.).
  • Strong influencing skills and comfort collaborating across global, cross-functional teams.
  • Spanish proficiency is a plus.

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