Modalities program specialist - Sao Paulo

Uber - São Paulo, SP

About the Role

The modalities program specialist will assist in the management of both the automation and channel QA programs tracking and highlighting the health of all standard KPIs, included in the scope the detection of any operational opportunity to report it to the program Manager. All programs must continue to have a high focus on customer experience and customer satisfaction and to be successful it's required to interact with the full QA team plus the Operational BPO.

What the Candidate Will Do

  • Lead, motivate, and develop initiatives within a time-sensitive and high demanding environment to deliver on operational key performance indicators (KPIs).
  • Stay present and available for the team and stakeholders to clarify and answer questions about the programs in the corresponding shift assigned to the position.
  • Ensure the program efficiency and quality of information delivered to our stakeholders with actions such as weekly audits, shadowing, calibration, alignment, insights, etc.
  • Act as a Subject Matter Expert Identifying trending issues and guide the team on any improvement detected.
  • Responsible for mapping up any action or ramp-up plan to achieve the target Goals.
  • Stakeholder management (LoB Managers, Regional LoBManagers, Program Managers). They will not be owners of the relationship but must be capable of productive interactions.
  • Provide visibility about Operational occupancy, participate in the MBR sessions and QA calibration
  • Deliver weekly reports for the operational metrics to prevent any operational impact.
  • Write internal communications documents, including handouts and emails, to inform team members of important notices
  • Design and deploy initiatives for team members to flag and detect issues related to channel-specific situations
  • Keep the team updated on review criteria for specific channels
  • Manage and assign automation review queue among available resources

Basic Qualifications

External Candidate

  • Good written and verbal communication skills
  • Results orientation skills
  • Strong analytical Mind
  • Customer Oriented Mindset
  • Leadership and Stakeholder management
  • Software QA experience.

Minimum Requirements

  • High school diploma
  • English level B2 or above
  • Spanish Basic/mid
  • At least 2 years of assisting/managing small programs experience in customer support

Internal Candidate - Uber COE

Minimum Skills to be Hired

  • Good written and verbal communication skills
  • Results orientation skills
  • Strong analytical Mind
  • Customer Oriented Mindset
  • Leadership and Stakeholder management

Minimum Requirements

  • Comply with Tenure defined by mobility.
  • English level B2 or above
  • Portuguese Basic/mid
  • Performance metrics meeting or exceeding targets

External:

Preferred Qualifications

  • Bachelor's degree
  • Programming Knowledge (SQL, C, c++)

Internal:

Preferred Qualifications

  • Bachelor's degree
  • Programming Knowledge (SQL, C, c++)

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.

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