Support Platform Specialist Job at Uber (Chicago, Illinois)

Job Description

This is an exciting opportunity to join Uber’s Community Operations team within the Global Digital Experience division as a Program Specialist. We are looking for someone passionate about product operations and improving the support experience for our customers. We need a self-starter who can thrive in a collaborative culture across cross-functional teams in and outside of CommOps.

Job Responsibility

Experimentation Design and Execution: Collaborate with regional product teams and markets’ stakeholders to design and implement experiments that test new features, improve customer experiences, enhance operational efficiency, and identify high ROI opportunities
Participate in the process to define experiment objectives, hypotheses, success metrics, and target user segments
and lead the development and execution of detailed project plans for experiment timelines, milestones, and deliverables
Platform Tech Dev Management: Partner with our product and engineering teams to create the necessary artifacts to track tech development towards meeting our milestones
Understand the impact of new platform features on Uber’s support ecosystem and other platforms, to surface concerns and blockers in a timely manner
Operational Excellence: Run analysis and develop insights on both quantitative and qualitative data about customer experience to influence the future of support
Manage processes end-to-end, ensuring successful execution at each stage and identifying opportunities for continuous improvement
Key areas of focus include but not limited to: experimentation planning, testing, communication, compliance tracking & collecting feedback
Execution tracking and Documentation: Play a key role in the maintenance and reporting of projects and deliverables on an ongoing basis by working with the stakeholders
Take ownership of creating and maintaining SOPs, trackers, and other operational resources, ensuring they are accurate and up-to-date
Stakeholder management: Build strong relationships and act as a key liaison between Product and markets’ teams to ensure alignment on experiment goals, priorities, and timelines
Proactively address stakeholder concerns or blockers to ensure seamless execution of experimentation initiatives
Communication: Coordinate and communicate product or experiment rollouts with large audiences across Product and CommOps teams
Prepare presentation materials to showcase experiment results and insights
Facilitate regular updates, meetings, and reviews through both written and synchronous communication channels

Requirements

2+ years of experience in project management, product operations, strategy, technology, or a related area
Strong project management skills: Proven ability to plan, execute, and track projects or experiments from initiation to completion
Demonstrated experience in managing timelines, milestones, and deliverables while balancing competing priorities and resources
Problem-solving: Ability to rapidly identify potential challenges and design, align, and implement solutions

Nice to have

Product Planning and Rollout Operations: Knowledge of building and scaling products for a large base of users, including familiarity with experimentation methodologies (A/B testing, Pre/Post testing, etc)
Prioritise, Prioritise, Prioritise! Exceptional ability to manage multiple tasks and prioritize effectively
Attention to Detail: Experience working in a highly detail-oriented environment, demonstrating a high degree of diligence and accountability
Stakeholder management skills: Strong interpersonal skills with experience working across cross-functional teams
Strong analytical skills: Ability to collect, transform, and organize insights in order to draw conclusions, make predictions, and drive informed decision-making
Proficiency in SQL
The ability to query data using SQL and create dashboards on G sheets is a must-have
Familiarity with JIRA and similar tools
The ideal candidate has knowledge of product operations and management and wants to build amazing products for Uber

What we offer

Eligible to participate in Uber's bonus program
May be offered other types of comp
Eligible to participate in a 401(k) plan
Eligible for various benefits

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