Support Platform Specialist

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 and up-to-date.
• Stakeholder management: Build strong relationships and act as a key liaison between Product and markets' teams to ensure alignment on experiment goals, priorities, and timelines. Proactively address stakeholder concerns or blockers to ensure seamless execution of experimentation initiatives.
• Communication: Coordinate and communicate product or experiment rollouts with large audiences across Product and CommOps teams. Prepare presentation materials to showcase experiment results and insights. Facilitate regular updates, meetings, and reviews through both written and synchronous communication channels.
  
  

Required Qualifications:

• 2 years of experience in project management, product operations, strategy, technology, or a related area.
• Strong project management skills: Proven ability to plan, execute, and track projects or experiments from initiation to completion. Demonstrated experience in managing timelines, milestones, and deliverables while balancing competing priorities and resources.
• Problem-solving: Ability to rapidly identify potential challenges and design, align, and implement solutions.
  
  

Preferred Qualifications:

• Product Planning and Rollout Operations: Knowledge of building and scaling products for a large base of users, including familiarity with experimentation methodologies (A/B testing, Pre/Post testing, etc).
• Prioritise, Prioritise, Prioritise! Exceptional ability to manage multiple tasks and prioritize effectively.
• Attention to Detail: Experience working in a highly detail-oriented environment, demonstrating a high degree of diligence and accountability
• Stakeholder management skills: Strong interpersonal skills with experience working across cross-functional teams.
• Strong analytical skills: Ability to collect, transform, and organize insights in order to draw conclusions, make predictions, and drive informed decision-making. Proficiency in SQL. The ability to query data using SQL and create dashboards on G sheets is a must-have.
• Familiarity with JIRA and similar tools
• The ideal candidate has knowledge of product operations and management and wants to build amazing products for Uber.
  
  

For Chicago, IL-based roles: The base hourly rate amount for this role is USD$32.90 per hour. For Phoenix, AZ-based roles: The base hourly rate amount for this role is USD$30.70 per hour. For all US locations, you will be eligible to participate in Uber's bonus program, and may be offered other types of comp. All full-time employees are eligible to participate in a 401(k) plan. You will also be eligible for various benefits. More details can be found at the following link https://jobs.uber.com/en/benefits., For Chicago, IL-based roles: The base hourly rate amount for this role is USD$32.90 per hour. For Phoenix, AZ-based roles: The base hourly rate amount for this role is USD$30.70 per hour. For all US locations, you will be eligible to participate in Uber's bonus program, and may be offered other types of comp. All full-time employees are eligible to participate in a 401(k) plan. You will also be eligible for various benefits. More details can be found at the following link https://jobs.uber.com/en/benefits.