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Cx Project Manager

hace 2 meses

Ciudad de México Uber A tiempo completo

**About the Role**
***

At Uber, providing excellent customer support to our users is a core feature of our product experience. As a CX Program Manager, you will be responsible for listening to users, understanding the root causes of painful customer experiences and helping to design solutions to reduce them, aiming to build a great experience for Eaters in the Delivery Business across different modalities (i.e. Automations, In-App Support, Phone, Chat, etc.). You will have a deep understanding of the goals of the business and seek to be a key ally to the Ops teams.

You will take a data-driven approach to identify customer struggles and collaborate with the Operations, Product, and CommOps teams to create new processes, or improve existing ones that detract from the customer experience.

We are looking for a fierce customer advocate who is an excellent relationship builder, project manager, and process optimizer.

**What You'll Do**
***
- You will work closely with other internal members of the Community Operations team as well as other of our key partner groups like Operations & Product to cultivate a strong customer-centric culture.
- Be the internal voice of the customer to continuously improve the experience, by identifying the main customer difficulties across their journey and prioritizing main opportunities.
- To design the support strategy, ticket resolution guidelines, KBs, DR, and/or R&A strategy and improvements.
- Autonomously looking into data and turning it into relevant product, support, and operational improvements
- Provide insights from customer interactions to stakeholders to influence and facilitate decisions

**Basic Qualifications**
***
- Fluent in English, and Spanish / Portuguese
- Immediate availability to live in Mexico City / São Paulo
- Project and/or program management experience: 3+ years of experience managing multiple moving parts with resource constraints
- Excellent stakeholder management skills: Keen understanding of the goals & priorities of your partners. Experience in encouraging results in areas that aren't in your immediate responsibility.
- Excellent critical thinking and problem solving: Proven ability to optimize and create support processes in a practical manner
- Excellent communication skills: Ability to create and present decks and develop written communication pieces to engage people within different levels and organizations
- Excellent execution and high standards: You are someone who finishes what they start and keeps iterating until a process works flawlessly almost every time
- Customer obsession: You have a genuine passion for our drivers and riders and want to be a force for positive change in their touch points with Uber

**Preferred Qualifications**
***
- High-growth operations experience
- SQL
- Customer support experience
- Six Sigma, Change Management, and/or Project Management certifications
- Experience working with remote or international teams

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