Customer Experience Program Specialist

Customer Experience Program Specialist Department: Community Operations Team: Strategy & Program Operations Location: Sao Paulo, Brazil Type: Full-Time **About the Role** Community Operations at Uber is where real people solve real problems in real time. For this role, we aren’t just looking for a Program Specialist; we are looking for a strategic operator who can find the signal in the noise. You will be responsible for identifying financial savings and operational efficiencies across our Mobility business (Rider and Driver) in LATAM. You’ll need to navigate a high-ambiguity environment where you’re tracking actuals vs. plans, managing financial metrics, and influencing global stakeholders. If you are sharp, steady, and motivated by turning messy data into meaningful service at scale, this is where you’ll grow. **What You’ll Do** - Drive Financial Efficiency - Identify and unlock savings by analyzing support costs and operational waste, ensuring our regional strategy aligns with financial targets. - Master the Metrics - Own the monitoring of plan vs. actuals; you will track the scorecard for support operations to improve cost, quality, and efficiency across Rider and Driver lines of business. - Influence Across Borders - Collaborate with Global POCs and regional LOBs, communicating insights clearly to ensure everyone is aligned on the mission. - Scale Support Strategy - Drive segmented differentiation through support treatments, balancing empathy for the user with the practical constraints of the business. - Process Improvement - Manage continuous process improvement requests for your respective Support Operations, develop projects and implement it with relevant stakeholders as needed. - Strengthen Vendor Partnerships - Partnership with our third party Vendors (BPOs) to ensure our support policies are properly implemented and gather insights to ensure our customer needs are met. **Basic Qualifications** - Experience. 1+ years of experience in project management, strategy & planning, or continuous improvement. - Data Proficiency. Advanced skills in data analysis (Excel/Google Sheets) with the ability t