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Customer Experience Program Manager

hace 2 meses

Xico, México Uber A tiempo completo
About the Role

We're seeking a skilled CX Program Manager to join our team at Uber. As a key member of our Community Operations team, you'll play a critical role in designing and implementing solutions to improve the customer experience across various touchpoints.

As a CX Program Manager, you'll be responsible for listening to user feedback, identifying pain points, and collaborating with cross-functional teams to develop and implement process improvements. Your expertise in project management, stakeholder engagement, and data analysis will be essential in driving business outcomes and enhancing the overall customer experience.

Key Responsibilities
  • Work closely with internal teams, including Operations, Product, and CommOps, to cultivate a customer-centric culture
  • Identify and prioritize customer difficulties across the user journey, informing the development of support strategies and process improvements
  • Design and implement support processes, including ticket resolution guidelines, knowledge bases, and disaster recovery plans
  • Provide data-driven insights to stakeholders, influencing decisions and driving business outcomes
Requirements
  • Fluent in English and Spanish/Portuguese
  • Immediate availability to relocate to Mexico City/São Paulo
  • 3+ years of project management experience, with a proven track record of managing multiple moving parts and resource constraints
  • Excellent stakeholder management skills, with a keen understanding of business goals and priorities
  • Strong critical thinking and problem-solving skills, with the ability to optimize and create support processes
  • Excellent communication and presentation skills, with the ability to create engaging content for various audiences
  • Customer obsession, with a genuine passion for delivering exceptional customer experiences
Preferred Qualifications
  • High-growth operations experience
  • SQL skills
  • Customer support experience
  • Six Sigma, Change Management, and/or Project Management certifications
  • Experience working with remote or international teams