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Senior Program Manager, Courier Support

hace 2 semanas

Ciudad de México, Ciudad de México Uber A tiempo completo

About the Role

The Global Programs organization within Community Operations is where Uber's support strategy meets the real-world complexities of our Courier platform . This Senior Program Manager, Courier Support role is the bridge between our rapidly growing business and the millions of Courier customers who rely on us daily.

This is not a role for simply executing playbooks; you will be writing them . You must thrive in an ambiguous, high-stakes environment where priorities shift quickly and the decisions you make directly impact courier retention and our business goals . If you are driven by making critical decisions with imperfect data, possess a systems-thinking mindset, and are ready to own complex problems from end to end, you will find immense growth and purpose here.

What the Candidate Will Do

Your work will focus on two core areas: strategic program ownership and support readiness for the Courier business. You will be responsible for turning complex business challenges into clear, actionable support programs that can be deployed across multiple regions.

Design and Launch global, strategic programs from the ground up to improve the courier experience, focusing on high-impact areas like early-tenure support or delivery efficiency issues.

Lead Support Readiness for new product launches and feature enhancements within the Courier business, translating product requirements into operational strategies, processes, and agent training with precision and urgency.

Navigate complex cross-functional relationships across Product, Engineering, and Operations teams to gather requirements, secure buy-in, and unblock execution of support initiatives at scale.

Solve high-impact problems by diving deep into large, complex datasets, using SQL and Tableau to find root causes, quantify impact, and create data-backed recommendations for executive leadership.

Define and Manage critical performance indicators (KPIs) for support programs, continuously auditing results against courier satisfaction and operational efficiency goals to ensure programs deliver measurable business value.

Own the end-to-end communication strategy for senior leadership, crafting executive-level narratives and presenting concise, data-driven updates on program performance, risks, and next steps.

How Yo

Basic Requirements

  • Full English proficiency
  • Immediate availability to live in Mexico City or São Paulo
  • 5+ years of total professional experience in an Operations, Program Management, or Consulting capacity, preferably within a high-growth tech environment.
  • 3+ years of direct experience in Program Management, leading the design, launch, and global scaling of large, complex programs.
  • Proficiency in data analysis, including a demonstrated ability to query, manipulate, and draw conclusions from large datasets using SQL.
  • Proficiency with data visualization tools like Tableau or similar platforms to build dashboards and communicate business insights .
  • Experience developing and delivering persuasive executive-level communications and presentations to senior leadership.
  • Experience working in a capacity that connects the digital and physical world (e.g., e-commerce, on-demand logistics, delivery, or mobility platforms) .

Preferred Qualifications

  • Demonstrated ability to design and build customer experience or customer support strategies at scale .
  • Experience with support technology and tooling, especially identifying opportunities to leverage automation and AI to improve efficiency .