**About the Role**
**Community Operations** is at the heart of scaling and optimizing Uber's products and services, ensuring seamless experiences for our partners.
Within this, the **Delivery CX** team is committed to **enhancing the experience**of our merchant partners by understanding their challenges, advocating for their needs, and developing solutions that are innovative, efficient and foster engagement.
As part of this team, **Merchant CX**focuses on delivering differentiated support, addressing merchant VOC, and developing strategies for enhanced experience within a B2B landscape in collaboration with cross-functional teams.
As a **Merchant CX Program Specialist**, you will play a critical role in improving support processes, optimizing workflows, and driving operational excellence for both merchant partners and internal stakeholders, such as commercial teams.
This role requires strong analytical skills, process improvement expertise, and a data-driven mindset to enhance support structures and ensure the best possible experience for our partners.
You will work closely with cross-functional teams and BPO partners to streamline operations, solve pain points, and implement impactful initiatives.
**What you'll do**:
- Identify and Solve Pain Points - Conduct and develop analysis to uncover inefficiencies and implement strategic, data-backed solutions.
- Optimize Support Processes - Develop and document standardized procedures to improve merchant support, ensuring consistency and scalability while creating synergies across different Lines of Business (LOBs) and regions.
- Performance Tracking - Analyze operational data, trends, and key performance metrics to identify opportunities for improvement and inform strategic decisions.
- Project Management - Own the execution of key initiatives from inception to completion, in alignment with business goals.
- Collaborate with Cross-Functional Teams - Work closely with key POCs such as Analytics, Vendor Management,



Workforce Management, Learning & Development, Content, Sales, and Operations to align strategies and drive continuous improvement.
- BPO Management and Coordination - Ensure smooth and efficient operations within third-party support teams, optimizing performance and service quality.
- Drive Communication - Providing clear insights, performance updates, and actionable recommendations to stakeholders.
- Troubleshoot and Solve Ad-Hoc Issues - Proactively address operational challenges, ensuring a seamless merchant support experience.
**Basic Qualifications**
- Customer Centricity: A mindset that prioritizes the customer experience, ensuring that support treatments are designed to drive customer success.
- Operational Execution: organizational skills with a "finisher" mindset; ability to manage multiple workstreams simultaneously and execute tasks with high attention to detail.
- Data Literacy: Strong analytical skills with experience using data to drive decisions, track KPIs, and identify improvement opportunities; familiarity with automation and AI-driven support solutions (e.g., chatbots, LLMs, workflow automation) is a plus.
- Communication & Collaboration: 100% fluency in English.
High attention to detail and accountability, with demonstrated ability to manage complex initiatives and collaborate effectively with globally distributed, cross-functional teams.
- Problem Solving: Ability to navigate ambiguous problems and propose clear, actionable paths where processes are not yet fully defined.
**Preferred Qualifications**
- 3-5 years of experience in program/project management, customer support operations, consulting, or related roles, preferably in fast-paced tech or B2B environments.
- Experience in BPO operations and Customer Experience (CX).
- Experience with CRMs and hands-on experience with SQL.
- Background in high-growth tech, consulting, or project management (certifications a plus).
- Strong critical thinking, with the ability to propose innovative, out-of-the-box and AI driven solutions.

📌 Customer Experience Program Specialist (Xico)
🏢 Uber
📍 Xico