Support Platform Specialist

Support Platform Specialist Department: Community Operations Team: Support Operations Location: Chicago, United States Type: Full-Time **About the Role:** This is an exciting opportunity to join Uber’s **Community Operations** team within the **Global Digital Experience** division as a Program Specialist. We are looking for someone passionate about product operations and improving the support experience for our customers. We need a self-starter who can thrive in a collaborative culture across cross-functional teams in and outside of CommOps. **What You’ll do:** - **Experimentation Design and Execution:** Collaborate with regional product teams and markets’ stakeholders to design and implement experiments that test new features, improve customer experiences, enhance operational efficiency, and identify high ROI opportunities. Participate in the process to define experiment objectives, hypotheses, success metrics, and target user segments; and lead the development and execution of detailed project plans for experiment timelines, milestones, and deliverables. - **Platform Tech Dev Management:** Partner with our product and engineering teams to create the necessary artifacts to track tech development towards meeting our milestones. Understand the impact of new platform features on Uber’s support ecosystem and other platforms, to surface concerns and blockers in a timely manner. - **Operational Excellence:** Run analysis and develop insights on both quantitative and qualitative data about customer experience to influence the future of support. Manage processes end-to-end, ensuring successful execution at each stage and identifying opportunities for continuous improvement. Key areas of focus include but not limited to: experimentation planning, testing, communication, compliance tracking & collecting feedback. - **Execution tracking and Documentation:** Play a key role in the maintenance and reporting of projects and deliverables on an ongoing basis by working with the stakeholders. Take ownership of creating and maintaining SOPs, trackers, and other operational resources, ensuring they are accurate