Program Specialist - Groceries (LATAM)

Program Specialist - Groceries (LATAM) Department: Community Operations Team: Community Operations Location: Mexico City, Mexico Type: Full-Time **About the Role** The Community Operations organization at Uber delivers world-class support to riders, drivers, merchants, eaters, and couriers globally. Within this organization, the **Retail Merchants team** plays a critical role in enabling merchant success across the platform in LATAM. As a **Program Specialist**, you will act as the bridge between Support Operations and Business Strategy, ensuring that merchant support programs are not only executed efficiently, but also designed to drive measurable business impact. You will oversee key operational programs — from Onboarding to Reactive Support — ensuring excellence in BPO execution, consistency across markets, and alignment with regional operational goals. **This role offers a unique opportunity to directly influence Retail Merchants’ experience and performance** by optimizing support processes, driving standardization, and leading cross-functional coordination across LATAM. We are looking for someone who thrives in ambiguity, spots improvement opportunities quickly, and has the operational rigor to turn ideas into scalable solutions. **What you'll do:** 1. **Support in End-to-End Program Execution:** Support the team lead implement high-visibility, cross-functional initiatives that improve merchant support performance and scalability, including deep-dives into merchant experience flows to identify and close operational gaps. 2. **Standardize & Optimize Processes:** Act as the go-to expert for merchant workflows (catalog, onboarding, and general experience), proactively testing experience flows and automations, identifying friction points, and implementing scalable solutions to improve quality, CSAT, and operational KPIs. 3. **Own BPO Program Governance:** Ensure operational excellence across BPO and COE teams by staying close to day-to-day execution, monitoring adherence to standards, and quickly identifying and resolving bugs or experience breakdowns impacting merchants. 4. **Translate Data into Act