Rachel W.

About Rachel W.

In my nearly two years at Uber, I’ve worn multiple hats and embraced every opportunity to grow. Most recently, I’ve stepped into the role of Program Specialist, where for the past seven months, I’ve been leading initiatives around Background Checks for agents across the United States, Canada, and Hyderabad. My work focuses on tracking, managing, and launching training programs that ensure our teams are equipped with the knowledge and tools needed to navigate this critical area with confidence and consistency. Now I am moving into our Special Project Operations Team here at Uber to help with our Earner Experience!Previously, as a Senior Community Operations Specialist, I was deeply involved in supporting our earners—drivers and delivery partners—by resolving onboarding and account-related issues, offering technical guidance, and troubleshooting challenges to help them get back on the road quickly and smoothly. I’ve also been proud to help cultivate a strong, people-first team culture and serve as a reliable communication bridge between internal teams and the communities we serve.Beyond Uber, I’ve been a freelance graphic designer since 2020, working with clients across industries to create impactful visual assets for both print and digital platforms. From logos and illustrations to product mockups, I bring a blend of creativity and strategic thinking to every project. I’m certified in digital marketing and growth-driven design by HubSpot Academy, which allows me to craft designs that are not only visually compelling but also optimized for engagement and performance across web and social platforms.I specialize in Adobe Photoshop, Illustrator, and Procreate, and I have a sharp eye for detail and a drive for delivering excellence. Whether it’s through design or operations, I’m passionate about building meaningful experiences and pushing the boundaries of what’s possible.When I’m not designing or launching programs, you can find me sketching or diving into a classic Sonic The Hedgehog game—both of which fuel my creativity. 🦔 Always learning, always creating, and always up for the next challenge.

Experience

1. Program Specialist Iv - Special Projects Operations Team (Cx)

   Uber

   Jun 2025 — Present · Phoenix, AZ, US

   As a Program Specialist IV, I work with cross-functional teams—such as Product, Operations, and Content—to improve the support experience for Uber Earners (drivers and couriers). My focus is on building efficient, scalable processes that reduce friction and enhance satisfaction for both Earners and support agents.Key Responsibilities- Lead support strategy for new product and operational launches by reviewing product plans, preparing agent resources, and managing rollout communications- Analyze data to spot trends, generate insights, and recommend improvements to products, policies, or processes- Monitor key support metrics (e.g, CSAT, defect rate, inflows) and lead initiatives to improve them- Act as the main point of contact between support teams and program stakeholders to ensure alignment and agent readiness- Own escalation management and help create agent-facing content to ensure clear and consistent messaging.

Education

• Southern Oregon University

  Bachelor of Science - BS, Emerging Media and Digital Arts

• Southern Oregon University

  Bachelor of Science - BS, Technical Theatre/Theatre Design and Technology