Program Specialist IV

About the Role

At Uber, we ignite opportunity by setting the world in motion. In South Korea, Uber is growing quickly, building a strong presence in a competitive market.

To continue this growth, we are looking for a Driver Customer Experience Specialist who will enhance driver support operations, improve supply growth, and deliver measurable business impact.

Your Impact in Role

• Launch and manage local incubation initiatives to test and scale new programs
• Build and adjust policies and processes to support product rollouts and operational changes
• Analyze driver needs across product, behavioral, and value dimensions; design frameworks to improve and differentiate the driver experience
• Collaborate with Operations, Sales, CommOps, and Product teams to deliver high-impact solutions
• Leverage quantitative and qualitative insights to improve service quality and operational efficiency
• Conduct root cause analysis using Voice of Customer (VoC) data to inform and influence cross-functional improvements
• Own and monitor key KPIs: CSAT, self-service rate, Average Handle Time (AHT), and supply acquisition metrics

The Experience You'll Bring

• 3+ years in data analytics, business insights, or operations strategy
• Familiarity with AI tools/initiatives to drive process automation and business improvements
• Strong execution skills with an entrepreneurial mindset and ownership mentality
• Ability to manage multiple priorities and meet deadlines under pressure
• Fluent verbal and written communication in English and Korean
• Excellent interpersonal skills

Preferred Qualifications

• Understanding of customer support operations dynamics and ability to manage multiple priorities
• Experience in operations, customer support analytics, or sales/CRM programs
• Proven record in data-driven process improvement projects
• Proficiency in SQL, Excel, and dashboarding tools (e.g., Tableau, Data Studio)

Bonus

• Experience working in a matrixed environment