Program Specialist, Global English

2 days ago

Taipei Taipei City, Taiwan Uber Full time NT$900,000 - NT$1,200,000 per year

About The Role
This role sits within Uber for Business (U4B) Community Operations and focuses on improving customer support outcomes across global English support and APAC markets. You'll own key performance metrics, lead cross-functional initiatives, and drive process improvements that elevate resolution quality and operational efficiency at scale. The ideal candidate brings strong customer orientation, sharp analytical skills, operational expertise, and effective stakeholder management to deliver meaningful impact. You'll collaborate with internal teams-including U4B program teams, Community Operations, and Sales-as well as external BPO partners to shape a world-class U4B support experience.

What You'll Do

  • Drive Community Support Performance: Own performance metrics for their domain and market within U4B Community Operations-including CSAT, SLA, resolution time-while ensuring operations run within budget.
  • Process excellence: Analyze Voice of Customer (VOC) feedback and data inputs, perform root-cause analyses to identify trends, uncover opportunities, and implement improvements, including agent KB and response improvements that enhance customer experience and operational efficiency.
  • Project Management: Lead multiple projects and initiatives within U4B Community Operations, ensuring strong alignment, timely execution, and measurable impact.
  • Stakeholder Management: Collaborate with regional program managers, internal partner teams across Community Operations and Sales, as well as external BPO vendors, to influence outcomes and drive shared goals.
  • Lead by Example: Set a high bar for data-driven decision-making, bold thinking, and fast execution. Inspire the team to turn ideas into tangible, high-impact solutions.

What You'll Need

  • 2+ years of general management experience with strong problem-solving, analytical, and stakeholder management skills
  • Clear and concise communicator with the ability to synthesize complex information into actionable insights
  • Self-starter with a bias for action, comfortable navigating data independently
  • Strong planning and organizational skills; balances attention to detail with speed of execution

Preferred Qualifications:

  • Experience in operations, consulting, analytics, or a related field is preferred
  • Proven ability to manage cross-functional projects and stakeholders in a dynamic environment.
  • Strong analytical skills with experience deriving insights from data (bonus points for SQL skills).
  • Self-motivated with excellent problem-solving abilities and a drive for action.
  • Exceptional written, verbal, and visual communication skills.
  • Strong organizational skills with a keen attention to detail.
  • Experience with customer support strategy, quality assurance, or process optimization.
  • Thrive in a fast-paced, startup-like environment where adaptability, initiative, and agility are key to success

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