Customer Experience Program Manager

hace 5 días

Ciudad de México, Ciudad de México Uber A tiempo completo

About the Role

  • At Uber, providing excellent customer support is a core feature of our product experience. As a Safety Support 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, striving to build a phenomenal experience across different modalities.
  • You will have a deep understanding of the business goals and seek to act as a key ally to the Operations teams.
  • You will take a data-driven approach to identify customer struggles and collaborate with the Operations, Product, and Communications teams to create new processes or improve existing ones that detract from the customer experience.
  • We are looking for a steadfast customer advocate who is an excellent Portfolio Manager, relationship builder, project manager, and process optimizer.

Key Responsibilities

  • Portfolio Management - Manage and lead complex cross-functional projects and programs with Communications, Operations, and Product teams.
  • Stakeholder Management - Work closely with internal members of the Community Operations team and other key partner groups like Operations and Product to build a strong customer-centric culture.
  • Process Improvement - Be the internal voice of the customer to continuously improve the experience by identifying main difficulties across the customer journey and prioritizing main opportunities.
  • Self-guided - Autonomously look into data and turn it into meaningful product, support, and operational improvements.
  • Understand the goals and priorities of the business.
  • Provide insights from customer interactions to partners to influence and facilitate decisions.
  • Strengthen Communications relationships with Operations, Product, and Global partners to prioritize efforts aligned with Company needs.

Requirements

  • Fluent in English mandatory.
  • Fluent in Spanish or Portuguese (learning both will be encouraged if selected).
  • Strong Project and/or Program Management experience: Experience managing multiple moving parts with resource constraints.
  • Excellent stakeholder management skills: Experience in encouraging results in areas that aren't in your immediate responsibility. Keen understanding of the goals and priorities of your customers.
  • Excellent critical thinking and problem-solving: Ability to build and optimize support processes in a practical manner with a broad scope of the impact each project has.
  • Excellent communication skills: Ability to create and present decks and develop written communication pieces to engage stakeholders.
  • 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 focus: 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

  • Customer-support experience.
  • Six Sigma, Organizational Change, and/or Project Management experience.
  • Previous experience in consultancy, operations, or in a fast-paced professional environment.

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