Merchant Cx Senior Manager Latam
hace 6 meses
**About the Role**
At Uber, providing excellent customer support to our Merchant partners are keen to business success. For the Delivery business, we need to maintain a high level of customer service while scaling to meet the needs of a new and rapidly growing business.
The Merchant program manager has a heavy focus on providing the best-in-class experience to Uber Partners without losing sight of Uber's sustainability and scalability.
You will engage with different points of contact from other areas (Central Ops, Retails Operations, Product, Finance) and different areas within the CommOps Organization: Vendor Management, Workforce Management, Content, Learning and Development among others.
This role will be the to-go person for Merchants Core Support and Onboarding Strategy, ensuring the team's efforts and resources are translated into execution.
**What You'll Do**
- Driving the Premium Merchant Strategy and projects from beginning to end, as well as guaranteeing its health towards transitioning to business as usual. This includes everything from the project ideation, iteration, execution, and implementation, to insight generation, measuring and monitoring, and communicating the impact and results to the Leadership team
- Lead the continuous improvement, effectiveness, and efficiency of the Merchant's operations, assessing root causes and coordinating action plans with key partners to accurate performance variations as needed
- Liaise with our regional and global partners to generate partner alignment on product launches to ensure they are connected to the larger business goals accompanied by a quality customer experience and provide partners with insights based on the voice of the customer
- Define and implement basic prioritization frameworks that are aligned with high-level business strategy
- Own data analysis and visualization, and communicate the project outcomes/impact to various partners to aid strategic decisions for new product improvements in support experience for all customers
**Basic Qualifications**
- Fluent in English and Spanish or Portuguese
- +5 years of robust work experience in startups, strategy, operations, consulting or other roles with a consistent record of driving business impact & influence.
- 1 year of experience leading and developing teams
- Outstanding written and verbal communication and storytelling skills. Needs to be a clear and concise communicator who can synthesize a lot of information quickly, highlight the key takeaways, and disseminate relevant insights.
- Financial & business sense: you understand the importance of costs, investments, and returns, so you work diligently to improve those.
- Data-driven decision-making ability and sound business judgment. Strategic problem-solving.
- Outstanding Excel and data analysis skills
- Strong project management skills and experience managing a project portfolio.
- Positive relationship-building and collaboration skills.
- Initiative to own ambiguous problems and design solutions with limited oversight.
**Preferred Qualifications**
- Six Sigma, Organizational Change, and/or Project Management certifications
- Familiarity with support/customer operations
- SQL knowledge
- MBA / Post Graduation.
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