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Delivery CX Program Lead

hace 2 meses

Xico, México Uber A tiempo completo
About the Role

As a Delivery Customer Experience Program Leader, you will play a pivotal leadership role in shaping and executing strategic initiatives that enhance customer satisfaction and drive operational excellence across Latin America. You will leverage your deep understanding of both technology and customer behavior to create seamless, engaging experiences that drive customer satisfaction and loyalty.

Key Responsibilities
  • Manage complex large-scale projects, from conceptualization through deployment, ensuring that all aspects are executed with precision.
  • Harness data insights to continuously refine and enhance customer interactions, making data-driven decisions that contribute to the overall success of our customer experience initiatives and overarching business priorities.
  • Play a key role in shaping the strategic direction of customer experience programs in LATAM, working closely with senior leadership to align and influence these programs with the company's global vision.
What You'll Do
  • Develop and execute a comprehensive program strategy aligned with the org's mission and objectives, focusing on enhancing the quality and efficiency of our delivery customer experience.
  • Define portfolio and team prioritization frameworks that are aligned with high-level business strategy and empower the team to appropriately scope their projects with charters that include well-written problem statements, quantifiable goals and baseline data.
  • Generate partner alignment on initiatives to ensure they 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.
  • Own data analysis and visualization, and communicate the outcomes/insights to various partners to aid strategic decisions for improvements in support experience for all customers.
  • Stay current with industry-standard methodologies and frameworks that can be applied to Uber's customer service operation and drive continuous improvement to customer outcomes.
What You'll Need
  • Immediate availability to work in Mexico City.
  • Professional level proficiency in English and Spanish.
  • Excel proficiency.
  • 7+ years of experience in project OR program management.
  • Customer experience, or operations leadership roles within the transportation or technology industry can also be considered.
  • Strong knowledge of CX principles, methodologies, and tools, with experience in implementing CX programs and driving continuous improvement.
  • Outstanding verbal and written communication skills, with the ability to effectively communicate complex concepts and strategies to diverse stakeholders.