Uber SME Specialist Role at Visakhapatnam Centre

Uber India

Available Locations: Visakhapatnam, Andhra Pradesh

Job Description

Job Summary

Uber India is seeking a highly skilled SME (Subject Matter Expert) Specialist to join our Visakhapatnam Centre of Excellence. This role involves providing in-depth operational expertise, supporting teams with complex escalations, and driving process improvements across Uber’s customer and partner operations. The SME Specialist will act as the go-to resource for resolving challenging cases, ensuring high service quality, and maintaining compliance with Uber standards. This is an exciting opportunity to contribute to Uber’s mission to ignite opportunity by setting the world in motion.

Key Responsibilities

• Serve as the primary point of contact for complex escalations and specialized cases within your area of expertise.


• Provide real-time guidance and support to frontline team members to enhance service quality and issue resolution.


• Monitor and analyze operational workflows to identify gaps, trends, and improvement opportunities.


• Collaborate with cross-functional teams to update and maintain knowledge bases, SOPs, and training material.


• Conduct periodic audits to ensure compliance with Uber policies, quality standards, and regulatory requirements.


• Facilitate knowledge-sharing sessions, mentoring, and upskilling of team members.


• Contribute to the development of process improvement initiatives to enhance customer and partner experiences.

Required Skills and Qualifications

• Bachelor’s degree in Business Administration, Operations Management, or a related field.


• Strong problem-solving skills and ability to handle complex queries independently.


• Excellent communication skills (written and verbal) with strong attention to detail.


• Proficiency in MS Office Suite (Excel, Word, PowerPoint) and Google Workspace tools.


• Ability to work effectively in a fast-paced and collaborative environment.

Experience

• 2–4 years of experience in operations, customer service, or as a Subject Matter Expert in a BPO/Shared Services environment.


• Prior experience handling escalations or supporting operations in a similar industry is preferred.

Working Hours

• Full-time position with rotational shifts, including weekends and public holidays as per business requirements.


• Flexibility to work in early morning, evening, or night shifts as required.

Knowledge, Skills, and Abilities

• In-depth understanding of customer operations, service workflows, and escalation management.


• Strong analytical and decision-making abilities to resolve cases efficiently.


• Leadership qualities with a passion for mentoring and sharing knowledge with peers.


• Adaptability to changing business needs and ability to implement process improvements.

Benefits

• Competitive salary and performance-based incentives.


• Health and wellness benefits including medical insurance.


• Paid time off, holiday allowance, and leave benefits.


• Opportunity for career advancement in a global, innovative company.


• Access to continuous learning and professional development programs.

Why Join

Joining Uber means being part of a world-class team driving innovation in mobility and technology. At the Visakhapatnam Centre of Excellence, you will gain exposure to challenging operational scenarios, collaborate with talented professionals, and make a meaningful impact on customer and partner satisfaction. Uber fosters an inclusive, growth-oriented environment where your ideas and skills are valued.

How to Apply

Interested candidates can submit their updated resume through the Uber Careers Portal or via LinkedIn Jobs. Shortlisted candidates will be contacted for the next steps in the selection process.