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Program Specialist, Product Planning & Ops

Program Specialist, Product Planning & Ops

Uber

0 years

6 - 8 Lacs

hyderābād

Posted:15 hours ago| Platform: GlassDoor logo

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Skills Required

planning service design support mobility drive management analysis data efficiency switching ai leadership documentation communication automation tooling audit testing sequel tableau addition formatting jira

Work Mode

On-site

Job Type

Part Time

Job Description

About the Role
The Program Specialist, Core Experience and Automations sits within our Global Digital Experience team, the digital service design arm of the global CommOps organization. This role will work with various teams in CommOps and Tech to shape the ways our customers access customer support across Mobility and Delivery services, globally. This involves understanding the customer experiences with support, primarily across automations and agent support in different geographies. As a specialist, your responsibility would be to make sure the earners stick around with Uber and drive/deliver more and consumers by ordering more by offering great quality of support. The role works very closely with Product managers, Product rollout and insights teams and CX teams to improve the customer satisfaction scores of support.
Your Impact In Role

Help maintain the global support experience for both mobility and delivery businesses
Provide project management support across product & feature rollouts
Improve support experience scores for drivers, couriers, riders, eaters and grocery consumers
Run analysis and develop insights on both quantitative and qualitative data about customer experience to influence the future of support
Help identify operational gaps and improve or pioneer processes to drive efficiency across support operations
Help to develop executive-level communications and presentations

What Will You Do On a Day-to-Day Basis

As we are handling various topics for example (Trips, R&A and Fraud, Earner Account, product rollouts, courier...etc) the candidate's support will help the leaders to increase the focus on task switching, initiate new ideas, create slides, focus on new AI topics and participate in various meetings to engage more with stakeholders while you continue to support in performing deepdives, following up on key priorities
Be more hands on deck for the team to focus into going the extra level into fixing the product quality which the leadership team is asking for.
Ensure the right levels of documentation and communication is in place for stakeholders. Take care of engwiki updates, P1 and P2 investigation requests, small bug requests, perform config changes, detect performance anomalies and fix them

Sample Projects

Project management support on AI and automation launches
Deepdive to enhance experience and increase AR
Deepdive in fraud patterns
Leverage AI to build tooling that enables cross-functional teams in product rollouts, bug triaging, and overall efficiency improvements.
Deepdive in driver tickets to boost AI experience
Follow up on various JIRAs boards
Make sure all LCs are updated
Help audit and scrub tickets for insights and testing

The Experience You'll Bring

Attention to details as automation steps are very critical
Good analytical skills (including use of Sequel, Tableau)
Passionate to learn more and upgrade your skillset
Good Written and verbal communication
Ability to work with data and understand trends
Ability to breakdown ask into meaningful steps and work towards achieving the expected result
Work with different teams and business partners to understand the "Why?" in addition to the "What?" behind Uber's biggest challenges

Basic Qualifications

Bonus if you are an expert in AI & Agentic AI-based tooling
Experience in any persona topics to be able to add value based on the experience they have
Creating and formatting - newsletter, status update, deck etc.
Familiarity with JIRA and similar tools
Abillity to read Lucid charts and understand back-end code

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Program Specialist, Product Planning & Ops