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Delivery CX Program Lead

hace 2 meses


Ciudad de México, Ciudad de México Uber A tiempo completo
About the Role

We are seeking a seasoned Customer Experience Program Manager to join our team at Uber. As a key member of our Latin America operations, you will play a pivotal leadership role in shaping and executing strategic initiatives that enhance customer satisfaction and drive operational excellence.

Key Responsibilities
  1. Develop and Execute a Comprehensive Program Strategy: Align with the company's mission and objectives, focusing on enhancing the quality and efficiency of our delivery customer experience.
  2. Define Portfolio and Team Prioritization Frameworks: Empower the team to appropriately scope their projects with charters that include well-written problem statements, quantifiable goals, and baseline data.
  3. Generate Partner Alignment: Ensure initiatives are connected to the larger business goals; ensure launches and rollouts provide a quality customer experience and provide partners with insights based on the voice of the customer.
  4. Own Data Analysis and Visualization: Communicate the outcomes/insights to various partners to aid strategic decisions for improvements in support experience for all customers.
  5. Stay Current with Industry-Standard Methodologies: Drive continuous improvement to customer outcomes.
  6. Be a Thought Leader: Contribute to the LatAm CommOps roadmap and vision.
Requirements
  1. Immediate Availability: Work in Mexico City.
  2. Professional Level Proficiency: English and Spanish.
  3. Excel Proficiency.
  4. 7+ Years of Experience: Project OR program management. Customer experience or operations leadership roles within the transportation or technology industry can also be considered.
  5. Strong Knowledge of CX Principles: Methodologies, and tools, with experience in implementing CX programs and driving continuous improvement.
  6. Outstanding Verbal and Written Communication Skills: Effectively communicate complex concepts and strategies to diverse stakeholders.
  7. Proven Ability to Develop a Vision: Team direction coupled with the ability to execute CX program strategies, driving business results and operational excellence.
  8. Excellent Analytical and Problem-Solving Skills: Analyze data, identify trends, and derive actionable insights to improve the experience of our customers in an efficient and sustainable way.
  9. Proven Ability to Collaborate Effectively: Cross-functional teams and stakeholders at all levels of the organization to drive alignment and achieve common goals.
  10. Demonstrated Ability to Influence and Negotiate: Stakeholders at all levels in a global-first environment.
  11. Functional Expertise: Possessing breadth of knowledge across Ops dynamics, metrics, best practices, and processes at team's disposal for driving business outcomes.
Preferred Qualifications
  1. High-Growth Operations or Startup Experience.
  2. Six Sigma, Change Management, and/or Program Management Certifications.
  3. SQL Expertise.
  4. Proven Record of Executing Large-Scale Program Deployments.