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Program Specialist, Seoul

Created01/14/2022
Reference111145
CategoryCommunity Operations
CitySeoul
SalaryCompetitive
About the Role

As the program specialist for rider experience, you will provide amazing support for riders & drivers, who are a core feature of our product experience. We invest in it and believe in providing the highest quality service executed in the smartest, most efficient way. We're looking for an excellent business leader to create and develop our support operations.

We're looking for a Program Specialist to join the Community Operations - Customer Experience team based in South Korea. This role will develop and lead efforts to build, operate, scale, and improve customer experience and support operations for our riders of UT in South Korea. The role comes with a heavy focus on cross-functional collaboration, delivering stellar operations outcomes, continuous process improvement, and being customer obsessed. This is a great opportunity to work with an outstanding Customer Experience team and learn the UT business from the ground up.

What You'll Do

• End-to-end CX - define and execute the end-to-end customer support experience for riders.
• Customer Journey - define frameworks to build the right experience for riders. Build and modify policies to support new process / product rollouts.
• Segmentation - understand the customer needs across value, behavioral and geographical segments and define frameworks on how to serve and differentiate better for our customers. Differentiate through support treatments such as prioritization, agent profiles, channel availability and policy flexibility.
• Operation efficiency - own and execute on budget including initiatives to drive down cost of operations.
• Local incubation for CX - drive local incubation initiatives including potential new programs across businesses.
• Matrix-team execution - collaborate with all programs and specific functions to implement support model changes to operate in a differentiated way across segments:
• Central Program: Define local CX by collaborating with shared functions, including Safety, Access, Content, Digital Experience and other regional teams.
• Analytics: Collaborate with Analytics teams to surface and action customer insights on products, process, policy and agent efficiency. Help with strategic analysis and capture information to make the best decisions

What You'll Need

• Minimum 4 years of experience in project management, operations, analytics and customer experience programs.
• Ability to achieve project goals while managing scope, time, quality, and risk. Learns from failures as well as successes
• A strong customer-centric mindset - you are always thinking about how to improve the customer experience
• A self-starter capable of working independently, yet collaboratively, within a fast-paced environment
• Attention to detail and ability to work on multiple projects in parallel without compromising the quality of deliverables while bringing innovative ideas to your work
• Excellent verbal and written communication skills and presentation skills
• Full proficiency in English (written and spoken), in Korean (written and read) is a must
• Experience working in fast-paced environment is a plus
• Ability to write SQL queries is a plus
• Able to work independently with the fast-paced environement
• English ability
• Ability to write queries is good to have

At Uber, we ignite opportunity by setting the world in motion. We take on big problems to help drivers, riders, delivery partners, and eaters get moving in more than 10,000 cities around the world.

We welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently. If you have the curiosity, passion, and collaborative spirit, work with us, and let's move the world forward, together.
EmployerUber