Fixed Route Program Specialist

About the Team Uber Shuttle and Route Share teams at Uber are focused on revolutionizing the way people commute, offering innovative, safe, reliable, and affordable transportation solutions. As part of a key growth initiative, our team is building scalable mobility options that have the potential to expand globally. With just a few taps and a short walk, riders can easily reserve a guaranteed seat on a car or shuttle, selecting from a curated set of routes and pick-up stations. We are dedicated to delivering a seamless, efficient commuting experience, and were looking for passionate individuals to help drive this vision forward. The Community Operations (CommOps) team plays a crucial role in supporting both Uber Shuttle and Route Share operations by delivering exceptional customer experiences. Through scalable inbound and outbound solutions, CommOps ensures smooth operations and a trusted journey for riders and drivers. At Uber, providing world-class customer support is central to our mission and product experience. We aim to build trust and loyalty with our community by offering the highest quality service executed with efficiency and innovation. About the Role As the Uber Shuttle and Route Share Program Specialist, you will be instrumental in driving strategic and operational initiatives that enhance the customer experience. This includes managing customer support programs, analyzing insights to inform decisions, upskilling teams, and optimizing processes to improve efficiency, satisfaction, and scalability. In this role, you will leverage strong project management and collaboration skills to work closely with global and regional teams across Operations, Product, and CommOps. Your efforts will ensure smooth customer support operations, provide actionable insights, and drive continuous improvement to support Ubers global growth. What You Will Do

• Lead initiatives targeting business KPIs, such as customer satisfaction (CSAT), defect rates, response speed (SLA), process efficiency, and cost reduction.
• Perform qualitative and quantitative analysis, identify improvements, and collaborate with cross-functional teams to implement changes.
• Develop and manage governance structures and meeting cadences to ensure project success.
• Build relationships with diverse stakeholders across regions to unify efforts and improve customer experience globally.
• Conduct customer journey mapping to identify and implement process improvements.
• Partner with regional teams to enhance customer support operations and expand into new markets.
• Share insights and represent the voice of the customer with Product, Ops, and Global CommOps teams.

Basic Qualifications

• At least 2 years of experience in project management
• Problem solving, collaboration, stakeholder management, and analytical skills
• Communication, planning, organization skills

Preferred Qualifications

• Bachelors Degree
• Experience in operations, consulting, analytics, or a related field is preferred
• Proven ability to manage cross-functional projects and stakeholders in a dynamic environment.
• Strong analytical skills with experience deriving insights from data (bonus points for SQL skills).
• Self-motivated with excellent problem-solving abilities and a drive for action.
• Exceptional written, verbal, and visual communication skills.
• Strong organizational skills with a keen attention to detail.
• Experience with customer support strategy, quality assurance, or process optimization.
Thrive in a fast-paced, startup-like environment where adaptability, initiative, and agility are key to success

For Chicago, IL-based roles: The base hourly rate amount for this role is USD$31.75 per hour. You will be eligible to participate in Ubers bonus program, and may be offered other types of comp. You will also be eligible for various benefits. More details can be found at the following link https://www.uber.com/careers/benefits.