**#Greatmindsdontthinkalike:** At Uber, we take pride in our diversity and working environment that sees you as more than just a person that can do the job, but a unique individual that can level up our organization with a perspective only you can offer. Uber provides a truly open culture that encourages all to voice their thoughts. Community Operations is the heart and soul of our **#BuildWithHeart** approach at Uber. We work with customers, people earning money on the platform, and partners at enormous scale. Community Operations helps operationalize every new and existing product and idea that Uber comes up with, it’s an organization that touches every part of Uber! **About the Team!** The Global Support Operations team manages the day-to-day operational delivery in Uber. The program team designs, deploys, and runs operational programs across a global BPO network. We partner with BPO sites, regional leaders, and CX teams to ensure consistent execution, rapid adoption of change, and measurable improvement in providing world-class support for Uber’s consumers, earners, and merchants. **About the Role!** As a PM Specialist, you will own the end to end execution of defined programs across a global BPO network. You will be accountable for defining metrics, analyzing performance, identifying drivers of variance, and converting insights into sustained operational improvements. You will translate strategy into analytically grounded  execution plans, define success metrics, establish operating cadences, and drive results through BPO partners and internal stakeholders. The role requires comfort with operational data, strong operational judgment, and the ability to influence execution in a fast moving, 24/7 environment. **Key Responsobilities:** 1. Lead the deployment of operational programs and tactical initiatives across teams & and support verticals. 2. Own program outcomes by defining success metrics, building performance dashboards, and tracking results across sites, regions, and channels 3. Analyze operational data to identify root causes, performance drivers, and improvement opportunities. 4. Design, coordinate, and track performance improvement plans including reviews, action tracking, and follow ups with stakeholders. 5. Partner with cross functional teams to operationalize changes at scale. 6. Translate analytical insights into prioritized action plans and program interventions with clear expected impact. 7. Operate effectively in a global, 24/7 environment with overlapping initiatives **Core Competencies** - Program execution at scale: Proven ability to manage multiple workstreams, dependencies, and timelines across distributed teams. - Analytical problem solving: Uses data to diagnose issues, prioritize interventions, and measure impact. - Stakeholder influence: Able to align and drive outcomes with BPO partners and internal teams without direct authority. - Change management: Adapts quickly, supports others through change, and maintains execution quality during transitions. - Communication: Clear, structured written and verbal communication in English, tailored to operational and executive audiences. **Basic Qualifications:** 1. MBA degree or equivalent practical experience. 2. Strong experience analyzing operational data to drive performance improvements. 3. Demonstrated ability to build and interpret dashboards, metrics, and performance reports 4. Proficiency with Google Workspace, especially Sheets and Slides. 5. Working knowledge of contact center KPIs and performance management practices. **Preferred Qualifications:** 1. Strong program management and organizational skills. 2. Experience in operations analytics, program management, or continuous improvement roles. 3. Balance attention to detail with swift execution—we need to do things quickly, and we need to do them well. Juggling those can be challenging, and this should be a strength. 4. Experience with the Google suite of office products and experience working with data. 5. Grow with change and operate flexibly. Uber's mission is to reimagine the way the world moves for the better. Here, bold ideas create real-world impact, challenges drive growth, and speed fuelds progress. What moves us, moves the world - let’s move it forward, together. Offices continue to be central to collaboration and Uber’s cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role. \*Accommodations may be available based on religious and/or medical conditions, or as required by applicable law. To request an accommodation, please reach out to [accommodations@uber.com](mailto:accommodations@uber.com).