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Transformative Solutions Architect

hace 2 semanas

San José, San José, Costa Rica Uber A tiempo completo

About the Role:

The Self-Support Solutions team is responsible for crafting user-centric experiences through intuitive, efficient, and innovative self-support services, as well as enhancing contact center agents' productivity with a reasonable return on investment.

The Solutions Architect will be responsible for developing the program focused on designing new automated support experiences, identifying areas for improvement, and building solutions through data-driven analysis, always aiming to elevate the customer experience.

Key Responsibilities:

  • Partner with the Customer Experience team to develop and implement strategies for new and improved self-support services
  • Lead the self-solutions program for a line of business
  • Identify opportunities for new self-support solutions and improvements in existing ones across various platforms (automations, chat bots, IVR)
  • Analyze metadata of self-support services to uncover improvement opportunities and monitor the performance of implemented solutions
  • Collaborate with the global digital experience team and mega-region teams to share insights and drive global solutions

Requirements:

  • Proven program management experience
  • Excellent stakeholder management skills
  • Background in continuous improvement programs (contact reduction, CSAT, efficiency)
  • MBA or equivalent with strong analytical skills, including data-driven decision-making ability
  • Experience in Customer Support, Automation, and/or Design Thinking
  • Ability to balance multiple projects or workstreams simultaneously
  • Expertise in synthesizing information, highlighting key takeaways, and disseminating actionable insights
  • Sophisticated knowledge in data analysis using Google Sheets or Microsoft Excel
  • Excellent written and verbal communication skills