**About the Role**
The Community Operations organization at Uber delivers world-class support to riders, drivers, merchants, eaters, and couriers globally.
Within this organization, the **Retail Merchants team** plays a critical role in enabling merchant success across the platform in LATAM.
As a **Program Specialist**, you will act as the bridge between Support Operations and Business Strategy, ensuring that merchant support programs are not only executed efficiently, but also designed to drive measurable business impact.
You will oversee key operational programs - from Onboarding to Reactive Support - ensuring excellence in BPO execution, consistency across markets, and alignment with regional operational goals.
**This role offers a unique opportunity to directly influence Retail Merchants' experience and performance** by optimizing support processes, driving standardization, and leading cross-functional coordination across LATAM.
We are looking for someone who thrives in ambiguity, spots improvement opportunities quickly, and has the operational rigor to turn ideas into scalable solutions.
**What you'll do**:
- **Support in End-to-End Program Execution**: Support the team lead implement high-visibility, cross-functional initiatives that improve merchant support performance and scalability, including deep-dives into merchant experience flows to identify and close operational gaps.
- **Standardize & Optimize Processes**: Act as the go-to expert for merchant workflows (catalog, onboarding, and general experience), proactively testing experience flows and automations, identifying friction points, and implementing scalable solutions to improve quality, CSAT, and operational KPIs.
- **Own BPO Program Governance**: Ensure operational excellence across BPO and COE teams by staying close to day-to-day execution, monitoring adherence to standards, and quickly identifying and resolving bugs or experience breakdowns impacting merchants.




- **Translate Data into Action**: Monitor program health through reporting and dashboards, conduct deep-dives into merchant support performance, and provide structured insights and recommendations to regional leadership.
- **Lead Cross-Functional Coordination**: Partner with Product, Content, L&D;, Vendor Management, and Regional CommOps to successfully launch initiatives, refine experience design, and ensure alignment across markets in LATAM.
- **Ensure Operational Readiness for Change**: Review PRDs, assess impact to CommOps, and drive readiness plans for product launches or process changes affecting the merchant experience.
**Basic Qualifications**
- **Operational Execution**:organizational skills with a "finisher" mindset; ability to manage multiple workstreams simultaneously and execute tasks with high attention to detail.
- **Problem Solving**:Ability to navigate ambiguous problems and propose clear, actionable paths where processes are not yet fully defined.
- **Customer Centricity**:A mindset that prioritizes the customer experience, ensuring that support treatments are designed to drive customer success.
- **Data Literacy**: Data-driven approach with the ability to maintain, update, and interpret dashboards using Google Sheets/Excel to track program health.
- **Communication & Collaboration**: 100% fluency in English.
Ability to work effectively with partners cross functionally.
**Preferred Qualifications**
- **Experience**:2+ years of professional experience in operations, project management, or customer support.
- **Strategic Stakeholder Management**: Strong interpersonal skills with the ability to communicate and influence people at all levels and across broad job functions (Ops, VM, WFM).
- **Advanced Analytical Skills**:Experience with data reporting and analytics tools beyond spreadsheets.
- **Presentation Skills**:Excellent deck creation and presentation skills; able to translate operational updates into compelling narratives for leadership.

📌 Program Specialist - Groceries (Latam) (Xico)
🏢 Uber
📍 Xico