Program Specialist III
Uber · Gurugram · onsite · Posted 68d ago
Undisclosed2–3 yrsfulltimeSourced from
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About this role
Job Summary
Location: Gurgaon
We are looking for a Program Site Specialist to drive operational excellence, consistency, and performance across our driver-support network. You thrive in managing site operations, optimizing processes, and enabling teams to deliver strong results at scale. You bring structure, clarity, and efficiency to complex environments, ensuring support sites run smoothly and deliver measurable business impact.
As part of Uber's IndiaSA CommOps team, you'll play a key role in managing the day-to-day performance of our support sites and ensuring seamless execution of driver-support operations. You will collaborate closely with cross-functional teams across Ops, Legal, Policy, Comms, City Operations, and Vendor partners to uphold service quality, drive continuous improvement, and execute key operational initiatives across the region.
Responsibilities - Manage site performance by tracking hourly/daily/weekly KPIs, identifying trends, and driving root-cause analysis for improvement.
- Partner with vendors and internal teams to ensure consistent communication, accountability, and quality across sites.
- Collaborate with cross-functional teams to streamline workflows and improve process efficiency through documentation and system enhancements.
- Provide data-driven insights and recommendations to improve performance, reduce costs, and elevate customer experience.
- Own and execute driver-facing programs from ideation to deployment, ensuring alignment with business goals and operational scalability.
- Support new initiatives, pilots, and process rollouts across INSA markets with strong project management discipline.
- Build and maintain program documentation to ensure clarity, consistency, and scalability.
- 2-3 years of experience in Program Management, Vendor Operations, or Process Excellence roles.
- Strong analytical and problem-solving skills with experience in performance tracking, KPI management, and data interpretation.
- Proven ability to manage multiple projects simultaneously and work effectively in cross-functional environments.
- Excellent communication and stakeholder management skills, with the ability to influence without authority.
- Comfort operating in a fast-paced, dynamic environment with a bias for action and ownership.
- Proficiency in tools like Excel, Google Sheets, and project management platforms is a plus.
- Strong understanding of Uber's products, operations, and business landscape in the India market.
- Prior experience in customer experience delivery, preferably within Uber or similar fast-paced environments.
- Proficiency in the Google Workspace suite (Slides, Sheets, Docs) with advanced presentation and storytelling skills.
- Demonstrated ability to design and deliver impactful presentations that effectively communicate insights and strategy.
- Proven experience in project coordination, managing multiple stakeholders and timelines.
- Hands-on experience in data analysis, translating insights into actionable recommendations.
- Familiarity with contact center operations, including performance management and vendor relationship oversight.
Sourced from naukri
Skills
Data InterpretationCustomer ExperienceProgram Managementcontact centerProcess ExcellencePerformance TrackingGoogle SheetsdeploymentProject ManagementoperationsLegaldata analysisrecruiterperformance management
About Uber
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