Program Management Lead

hace 4 semanas

Xico, México Uber A tiempo completo

**Key Role Summary**


We are seeking a highly skilled Delivery CX Operations Manager to join our team at Uber. As a key member of our Operations team, you will play a critical role in designing and implementing solutions to improve the customer experience across multiple modalities, including Automations, In-App Support, Phone, and Chat.


Your primary focus will be on identifying customer struggles and collaborating with the Operations, Product, and CommOps teams to create new processes or improve existing ones that detract from the customer experience. This will involve working closely with stakeholders to understand business goals and priorities, as well as analyzing data to inform decision-making.


**Key Responsibilities**



  • Manage and lead complex cross-functional projects and programs with CommOps, Ops, and Product teams.
  • Work closely with other internal members of the Community Operations team and key partner groups like Operations and Product to build a strong customer-centric culture.
  • Be the internal voice of the customer to continuously improve the experience by identifying main difficulties across the customer journey and prioritizing main opportunities.
  • 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 CommOps relationships with Ops, Product, and Global partners to prioritize efforts aligned with Company needs (long-term view).

**Requirements**



  • Fluent in English and Spanish.
  • Immediate availability to work from our offices in Mexico City or São Paulo.
  • Strong Project and/or Program Management experience: 7+ years of 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.
  • 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.
  • High-growth operations experience.
  • Customer-support experience.
  • Six Sigma, Organizational Change, and/or Project Management certifications.
  • Previous experience in consultancy, operations, or in a fast-paced professional environment.
  • SQL.

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