Uber: Lean Six Sigma Specialist

Lean Six Sigma Specialist / Process Excellence Specialist

At Uber, providing amazing support that establishes trust for riders, eaters, couriers, and driver partners—our community—is a core feature of our product experience. We invest in it and believe in providing the highest quality service executed in the smartest, most efficient way. APAC Centre of Excellence is committed to building an efficient network that provides our community with a seamless, prompt, and complete resolution to their concerns - every time.

Position Overview

We are seeking a highly skilled Process Excellence Specialist with a proven track record in Lean Six Sigma methodologies and process automation to drive superior customer experience and operational efficiency within our APAC COE.

The ideal candidate will have around 4-6 years of experience in process improvement, a strong background in Lean Six Sigma (LSS Black Belt certification preferred), and hands-on expertise in process automation tools and technologies. This role will focus on driving projects that deliver superior customer experience, optimizing processes, reducing costs, and enhancing service delivery in a dynamic, fast-paced environment.

Key Responsibilities

Primary Requirements:

• Process Optimization: Lead the identification, analysis, and redesign of back-office

processes using Lean Six Sigma methodologies to eliminate waste, reduce variability, and

improve efficiency.

• Data-Driven Decision Making: Utilize statistical analysis to identify process bottlenecks,

measure performance, and drive data-based improvements.

• Project Management: Manage end-to-end process improvement projects, including defining project scopes, setting KPIs, and delivering measurable results within timelines and budgets.

• Stakeholder Collaboration: Partner with cross-functional teams, including IT, operations, and senior leadership, to align process improvements with organizational goals and ensure seamless implementation.

Preferred Experience (The following will be an added advantage, but are not mandatory):

• Automation Implementation: Design, develop, and implement process automation solutions using tools such as RPA, or similar platforms to streamline repetitive tasks and improve throughput.

• Change Management: Facilitate the adoption of new processes and technologies through training, communication, and stakeholder engagement to ensure sustainable improvements.

• Performance Monitoring: Develop and monitor process performance metrics, dashboards, and reports to track improvements and identify opportunities for further optimization.

• Compliance and Quality: Ensure all process improvements adhere to regulatory requirements and maintain high standards of quality and accuracy in shared services operations.

Primary Qualifications

• Experience: Minimum of 4–6 years of experience in process excellence, with a focus on Lean Six Sigma methodologies and process improvement in back-office shared services operations. Good to have. Any exposure to Automation and AI solution design and delivery (customer service) will be an added advantage but is not a must-have requirement

• Certification: Lean Six Sigma Black Belt certification is highly preferred; Green Belt certification is a minimum requirement.

Preferred Qualifications

• Prior experience with Process excellence / LSS / transformation roles in a shared services or Business Process Outsourcing (BPO) or GCC environment.

• Technical Skills:

o Strong knowledge of data analysis for process mapping and performance analysis

(tools like Minitab and Excel)

o Familiarity with process mapping tools like Celonis and Lucid Charts.

• Domain Expertise: Deep understanding of back-office shared services operations, including transactional for processes, service level agreements (SLAs), and operational KPIs.

• Soft Skills:

o Good project management and organizational skills, with a track record of delivering complex projects on time.

o Strong communication and interpersonal skills to collaborate with diverse stakeholders and drive change management.

o Analytical mindset with a focus on problem-solving and continuous improvement.

• Education: A bachelor's degree is required. A master's degree or MBA would be an added advantage.

Uber's Hybrid Working Model: At Uber, we embrace a hybrid working model. Employees work from the office at least 60% of the time, with Tuesdays, Wednesdays, and Thursdays as mandatory in-office days

The role is offered as a Project based role for 1 year with potential for a permanent role after depending on performance.

Shift Schedule: Monday - Friday, 8:00pm-5:00am MNL