Program Specialist IV - Consumer Experience

Program Specialist IV - Consumer Experience Department: Community Operations Team: Community Operations Location: Taipei City, Taiwan (ROC) Type: Full-Time **About the Role** We’re looking for a sharp, adaptable, and impact-driven Program Specialist to join our Taiwan Community Operations team. In this role, you’ll be the central insight partner for our mobility and delivery businesses across Taiwan—translating customer signals, support tickets, and product feedback into actionable insights. You’ll own our VoC deep dives, guide product rollout tracking, and play a critical role in R&A spend control. This is a high-visibility role that sits at the intersection of operations, business enablement, analytics, and strategy. You’ll work closely with program specialists and enablement leads across multiple teams, and help shape the narratives presented to our leadership during quarterly business reviews. ``` ``` **What You'll Do** - Own end to end strategic projects - Conduct VoC deep dives based on support ticket analysis and qualitative signals - Synthesize trends to inform rollout success, product fit, or root-cause analysis - Collaborate with other program specialists and enablement teams to embed insights into LOB actions - Build quarterly insight decks for senior leadership, driving strategic conversations - Serve as a central partner in operational enablement—helping local teams move fast with clarity and data - Maintain a consistent insight generation rhythm across Mobility and Delivery verticals **What You'll Need** - 3+ years of experience in data analytics, business insights, operations strategy, or a related function - Proficiency in data analytics; comfort working with large datasets - Demonstrated ability to interpret business trends from ambiguous data - Experience working cross-functionally with ops, product, tech and commercial teams - Excellent written and verbal communication skills in English and Mandarin **Preferred Qualifications:** - Experience in management consulting/fast paced tech firm in a business problem solving capacity - Proven track record running structured, cross-functional projec