CX Tech Enablement Program Manager, LatAm Delivery

hace 2 semanas

Ciudad de México, Ciudad de México Uber A tiempo completo

About the Role

This role will be driving continuous improvement, embedding innovation, ensuring tech enablement of internal teams, and leveraging Generative AI to deliver smarter, faster, and more seamless experiences. Partnering across Ops, Product, and Global CommOps teams, you'll improve processes, eliminate friction, and design scalable, data-driven solutions that enhance both the delivery partner customer experience and operational excellence across Spanish-speaking Latin America (SSL).

What you'll do:

  • Identify operational gaps and process inefficiencies, working cross-functionally to drive and implement tech related solutions that elevate service quality, optimize performance, and reduce defects.
  • Own and continuously refine key CX policies, ensuring consistency, fairness, and operational scalability across the region.
  • Map end-to-end customer journeys to uncover friction points and design interventions that improve support touchpoints and overall satisfaction.
  • Define, monitor, and communicate key CX performance indicators (KPIs), connecting results to business impact and improvement opportunities.
  • Support the regional implementation of GenAI-powered CommOps solutions that drive efficiency, improve agent performance, and deliver elevated customer and delivery partner experiences.
  • Leverage data, voice of the customer insights, and GenAI-driven analysis to identify pain points, prioritize initiatives, and propose scalable solutions that improve satisfaction and efficiency.
  • Develop and deliver clear executive communications that effectively summarize insights, project updates, and business impact for senior stakeholders.
  • Partner with regional and global cross-functional teams (Ops, Product, CommOps, Analytics, and AI Enablement) to align on priorities, launch new initiatives, and ensure seamless experience delivery across channels and markets.

Basic Qualifications

  • Bachelor's degree in Business, Engineering, Economics, or related field.
  • 5+ years of experience in program management, tech enablement, preferably in Customer Experience, operations, consulting, or strategy roles. Preferably in tech companies.
  • Proven experience managing complex, cross-functional programs and projects with measurable impact and demanding timelines.
  • Fluency in English and Spanish required; Portuguese is a plus.
  • Advanced analytical skills with the ability to interpret customer insights, NPS/CSAT metrics, and behavioral data to define strategies. Experienced in using dashboards, reporting tools, and customer data platforms to drive performance.
  • Skilled in influencing and aligning cross-functional teams. Strong ability to navigate organizational dynamics to build consensus and drive shared goals.

Preferred Qualifications

  • Track record of balancing analytical, strategic thinking with quick decision-making, change management, and timely execution.
  • Strong analytical and problem-solving skills with solid business acumen and data independence - ability to independently source, analyze, and visualize data (SQL, Tableau, Looker) to generate insights, translate findings into strategic action, and clearly communicate measurable business impact to stakeholders.
  • Experience leveraging and applying Generative AI tools in day-to-day CX routines to generate robust analysis, identify continuous improvement opportunities, and enhance overall decision-making.

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