Program Specialist - Customer Experience - Uber Direct

Program Specialist - Customer Experience - Uber Direct Department: Community Operations Team: Community Operations Location: Sao Paulo, Brazil Type: Full-Time **About the Role** his role sits within the broader Global Direct CX team, part of Delivery CX – Community Operations (CommOps). Our mission is to build a scalable, reliable, and high-quality support experience for merchants, couriers, and end customers across Uber Direct, through data-driven programs, automation, and continuous operational improvements. As a Program Specialist, you will play a key role in designing and optimizing support experiences, developing new support services for product launches and strategic initiatives, and driving continuous improvement across existing operations. This is a high-impact role where your work will directly influence customer experience, operational efficiency, and the scalability of Uber Direct support LATAM **What the Candidate Will Need / Bonus Points** \-\-\-\- What the Candidate Will Do ---- - Own day-to-day monitoring and improvement of Courier Experience for Uber Direct, tracking key support and operational KPIs, identifying performance gaps, and driving data-backed action plans. - Partner closely with BPO vendors to monitor performance, ensure adherence to quality and SLA standards, calibrate expectations, and drive continuous performance improvement across courier support operations. - Support the execution of global and regional initiatives impacting couriers, collaborating with Ops, Product, Tech, and other stakeholders to ensure scalable, high-quality support experiences. - Conduct deep-dive analyses on courier support metrics (e.g., inflow drivers, CSAT, resolution quality, automation performance) to surface insights and recommend process, policy, or tooling improvements. - Manage projects aimed at enhancing courier support quality and efficiency, including initiatives leveraging automation and AI-driven solutions, while continuously improving training, knowledge management, and operational processes. **Basic Qualifications** - 3–5 years of experience in program/project management, customer support operati