Program Specialist

2 weeks ago


Sydney, Australia Uber Full time

**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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