Program Specialist
2 weeks ago
**About the Role**
This is a role where you get to directly influence the customer experience for Restaurant
Partners in our Merchant LOB. You will be responsible for making their experience as
smooth as possible by creating internal processes and acting as a bridge between the
our support network and the wider business. This includes facilitating resolutions of raised
issues with internal stakeholders.
**Your Impact In Role**
Deliver stellar operations outcomes according to agreed service level
agreements: ensuring our offshore contact centre teams achieve the best
customer outcomes for the most complex and difficult support issues our
businesses encounter, and ensuring our support metrics stay green, operate
efficiently and maintain the highest level of quality.
Be a passionate advocate for all members of Uber's community and listen
attentively to their feedback, so we can positively influence how we interact with
them.
Engage with stakeholders, be it central regional teams to improve internal tools
and the overall user experience, or local teams to improve how we move cities in
Australia and New Zealand.
Find opportunities to improve metrics and deliver on these initiatives, report on
performance and provide useful insights to stakeholders.
**The Experience You'll Bring**
Proven experience: whether it be in a contact center (BPO), Customer Support,
Learning & Development, a start-up, bank, consultancy - you are someone who
loves inspiring change in a fast-paced environment
Experience with processes, systematic organisation, and delivering high quality
customer service.
Project management experience. Proven ability to manage a program of work
from beginning to end
Logical attitude. Making decisions and sound business judgment through strong
analytical thinking and commercial / operational mindset. Excel proficiency.
**Preferred Qualifications**
Proven experience: whether it be in a contact center (BPO), Customer Support,
Learning & Development, a start-up, bank, consultancy - you are someone who
loves inspiring change in a fast-paced environment
Experience with processes, systematic organisation, and delivering high quality
customer service.
Project management experience. Proven ability to manage a program of work
from beginning to end
Logical attitude. Making decisions and sound business judgment through strong
analytical thinking and commercial / operational mindset. Excel proficiency.
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