Program Specialist IV, Operations

Operations & Insights manages day-to-day performance and delivery-driving quality, efficiency, and continuous improvement across operations and vendor partnerships for all programs in the Platform Integrity Team

This role will be responsible for supporting and timely monitoring US&C Docs Operations.

From data analysis to executing workflows and refining SOPs, you need to love to get into the root cause of problems, to figure out how to bring improvements and build sustainable solutions. You will be expected to think creatively, identify root causes of data trends, suggest improvements and help in the creation of efficient processes, within the US&C Docs Operations and exporting and bringing best practices across regions.

You will collaborate closely with Global Identity Operations, Quality, Workforce Management and Vendor Management stakeholders to ensure operational readiness for documents to be vetted against Uber standards and processed within agreed timeframes and against defined requirements, so the Documents teams are meeting their day to day targets.

What The Candidate Will Do

• Support and monitor the document operations for EMEA; making sure multiple teams have all tools and information required to meet quality and productivity targets. Monitor our Identity scorecards, dashboards, and audit cadences to track operations and drive accountability.
• Analyze data, with the help of our dashboards and queries, you will monitor Docs operations, understand the main challenges and look for ways to improve it (policies, processes, agent training, tooling, etc).
• Execute cross-functional project plans that help us improve our quality and efficiency ensuring deadlines are mean, designing the SOPs to make sure we are supporting Identity Program requirements.
• Create or improve existing processes through data analytics, footprint migrations, processes and policy updates and roll outs, reporting improvements, process standardization and keeping track of plans, quality and timelines for such activities.
• Own the feedback loop across teams for Docs Operations in EMEA with the regional BPOs/COEs, designing effective ways to identify roadblocks or issues in the rollout and implementation of policies and processes as well as provide solutions to address those.
• Estimate work efforts, define milestones and manage resources accordingly, while driving adherence and compliance with deadlines on deliverables.
• Track progress, understand dependencies, communicate status to upper management and stakeholders, and facilitate and coordinate schedules for different local or regional requests.
• Proactively work to remove obstacles and enable forward momentum and progress. Manage issue escalations and provide support to teams balancing competing priorities.
• You will also need analytical skills to be able to solve problems that may come up during a typical workday. You will be analyzing data and making decisions regarding operations and processes on a regular basis.

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

• At least 2 years of experience in operations management and managing cross-functional projects.
• Experience working in Google Sheets / Excel. Advanced technical experience working with spreadsheets, Dashboards and graphs, pivot tables to identify qualitative and quantitative insights, and break down information into clear, actionable recommendations; comfortable interpreting reports and using tools like Excel/Google Sheets, Tableau, or similar platforms to support decision-making.
• Strong organizational and planning skills in order to manage several tasks; Ability to prioritize, create plans and complete tasks on your own. Demonstrated ability to operate independently, prioritize effectively, and push initiatives forward without needing day-to-day oversight.
• Communication Skills, proven ability to interact with multiple stakeholders, asking and answering questions in an assertive way, acknowledging stakeholders' context and asking the right questions.
• Skilled in framing ambiguous problems, conducting root-cause analysis, and building clear solution paths that align with business goals.
• Understanding of SQL and ability to design and run queries.
• Familiarity with performance scorecards, quality audit frameworks, and process optimization.
• Track Record of process improvement within a global or regional operation.
• Prior experience managing BPOs or COEs.
• Prior experience in KYC, Compliance or Identity Verification operations.

For Chicago, IL-based roles: The base hourly rate amount for this role is USD$31.75 per hour. For Phoenix, AZ-based roles: The base hourly rate amount for this role is USD$29.50 per hour. For all US locations, you will be eligible to participate in Uber's 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 , For Chicago, IL-based roles: The base hourly rate amount for this role is USD$31.75 per hour. For Phoenix, AZ-based roles: The base hourly rate amount for this role is USD$29.50 per hour. For all US locations, you will be eligible to participate in Uber's 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