Mobility Experience Manager

hace 2 meses


Xico, México Uber A tiempo completo
About the Role

The Mobility Rider Experience Manager is a critical role that requires a deep understanding of the customer experience and a passion for driving positive change. As the guardian of the customer experience, you will be responsible for ensuring that every aspect of our customer support processes is designed with our customers in mind.

We are looking for a data-driven and analytical thinker who can solve complex problems and create strategies for refunds and appeasements, defect reduction, and experiential improvements. If you have a keen understanding of customer struggles and can create new processes or improve existing ones, this role is for you.

Key Responsibilities
  • Map the end-to-end journey of our customers and identify struggles and opportunities
  • Lead customer-facing process improvement initiatives and align partners in CommOps and Operations teams
  • Understand the goals and priorities of CommOps critical metrics and champion customer-obsessed processes
  • Provide insights from customer interactions to local stakeholders to influence and facilitate decisions
Requirements
  • 100% Fluent in English required, fluent in Spanish or Portuguese depending on hiring location
  • Proven experience of 3-6 years in a tech environment, high-growth operations, startup experience, or similar
  • Excellent critical thinking and problem-solving skills, with the ability to create and optimize support processes
  • Project and/or program management experience, with the ability to manage multiple moving parts with resource constraints
  • Excellent stakeholder management skills, with the ability to encourage results in areas that aren't in your immediate responsibility
  • Excellent communication skills, with the ability to build and present decks and develop written communication pieces
  • Excellent execution and high standards, with the ability to finish what you start and keep iterating until a process works flawlessly
  • Customer focus, with a genuine passion for our drivers and riders
Preferred Qualifications
  • SQL
  • Six Sigma, Change Management, and/or Project Management certifications


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