Customer Experience Program Specialist

Customer Experience Program Specialist Department: Community Operations Team: Community Operations Location: Mexico City, Mexico Type: Full-Time **About the Role** **Community Operations** is at the heart of scaling and optimizing Uber’s products and services, ensuring seamless experiences for our partners. Within this, the **Delivery CX** team is committed to **enhancing the experience** of our merchant partners by understanding their challenges, advocating for their needs, and developing solutions that are innovative, efficient and foster engagement. As part of this team, **Merchant CX** focuses on delivering differentiated support, addressing merchant VOC, and developing strategies for enhanced experience within a B2B landscape in collaboration with cross-functional teams. As a **Merchant CX Program Specialist**, you will play a critical role in improving support processes, optimizing workflows, and driving operational excellence for both merchant partners and internal stakeholders, such as commercial teams. This role requires strong analytical skills, process improvement expertise, and a data-driven mindset to enhance support structures and ensure the best possible experience for our partners. You will work closely with cross-functional teams and BPO partners to streamline operations, solve pain points, and implement impactful initiatives. **What you'll do:** 1. Identify and Solve Pain Points – Conduct and develop analysis to uncover inefficiencies and implement strategic, data-backed solutions. 2. Optimize Support Processes – Develop and document standardized procedures to improve merchant support, ensuring consistency and scalability while creating synergies across different Lines of Business (LOBs) and regions. 3. Performance Tracking – Analyze operational data, trends, and key performance metrics to identify opportunities for improvement and inform strategic decisions. 4. Project Management – Own the execution of key initiatives from inception to completion, in alignment with business goals. 5. Collaborate with Cross-Functional Teams – Work closely with key POCs such as Analytics, Vendor Managem