Delivery Marketplace Project Specialist - Sao Paulo, Brasil - Uber

Uber

Empresa verificada

Sao Paulo, Brasil

há 1 semana

Postado por:

Ana Silva

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Descrição

About the Role

As a member of the Delivery LATAM Community Operations Team, you will drive the analysis behind company-wide decisions related to our community's support experience for eaters and delivery partners.

You will help define and document support processes and policies, identify and action continuous opportunities and provide insights for strategic decision making through your analytics, heavy data-driven approach, and operational attitude.

For this role you should have strong analytical and problem-solving skills, excellent time-management and organizational habits, and the skill to communicate and present information for stakeholders at all levels of the business.

What You'll Do

Drive analysis on important strategic decisions improving the experience for our delivery partners and eaters.
Work with Project Manager and business partners to understand the Why?" in addition to the What?" behind Uber's biggest customer support challenges
Design, implement, and maintain support processes and policies and identify areas of continuous improvement
Ensure adherence on our policies and processes to make sure BPOs are providing the best support to our customers
Prepare and run weekly business reviews and data analysis on a BPO level
Coordinate support content efforts to ensure we provide the knowledge our BPO needs
Perform weekly and ad hoc data analysis/deep dives to keep the nerve center of our operations engine running at full speed and gather actionable insights
Coordinate with other members of the ComOps Team to measure the impact, effectiveness, and efficiency of new launches and business processes
Lead quality calibrations to ensure quality and consistent processes
Manage all escalated continuous process improvement requests for your respective support queue, corresponding and collaborating closely with relevant partners as needed

Basic Qualifications

Bachelor's Degree or equivalent experience
2+ years of work experience in continuous improvement/process related operational roles or analytical roles
Strong & shown project leadership skills (plan and execute projects with multiple work streams and dependencies) and the ability to independently lead tasks involving multiple businesses to meet ambitious deadlines.
Strong written and verbal communication skills in English
Strong attention to detail with swift execution
Experience documenting processes and collecting and presenting data visually

Solid organizational skills

You effectively prioritize work to target the highestimpact issues first
Problem solving mentality the ability to selfserve, investigate and get the data we require will make you much more effective in this role. Selfstarter attitude is a must

Analytical mindset