Program Manager, Regulations and Compliance

About the Role

We are entering a new era of regulation for digital platforms. As the Program Manager for the LATAM Regulations & Compliance Program within Community Operations (CommOps), you will be the operational backbone of Uber's compliance strategy for Support. You will lead the End-to-End lifecycle of regulatory initiatives, ensuring that every legislative change is translated into seamless, compliant support experiences for millions of earners and spenders.

This role sits within the CommOps organization but operates at the intersection of Legal, Policy and Operations. You will be responsible for defining how Uber Support adapts to complex legal frameworks.

What the Selected Candidate Will Do

• Lead the E2E Regulatory Lifecycle for Support. Oversee the program across three defined pillars:

• Pre-implementation: Partner with Policy and Legal to impact-assess upcoming laws. You will define the Support scope, determining how regulations will affect ticket volumes, agent handling times, and contact types.

• Execution: Orchestrate the deployment of regulatory changes within Support. You will coordinate specialized Workstream groups to update Help Center content, agent scripts, training materials, and support workflows, ensuring 100% compliance by go-live.
• Post-implementation: Ensuring Support teams remain compliant long after the law passes.
• Drive CommOps Governance.- Establish and lead governance rituals to ensure alignment between the Support organization and external stakeholders (Legal, Tax, Ops, Policy). You will represent CommOps in high-level steering committees.
• Translate & Simplify.- Synthesize complex regulatory requirements into clear operational guidance. You will turn legal text into actionable standard operating procedures for support agents.
• Manage Risk & Escalations.- Act as the primary owner for regulatory risk within Support. You will oversee the resolution of high-priority regulatory escalations and implement preventive controls to reduce exposure to compliance failures in our support interactions.
• Protect the User Experience.- Design implementation strategies that minimize disruption. You will balance strict compliance with operational efficiency, ensuring that mandatory changes do not negatively impact CSAT or Resolution Time.

Basic Requirements

• English Proficiency
• 5-8+ years of experience in Program Management, Community Operations, Customer Support Strategy, and/or Regulatory Compliance within fast-paced, operational environments.
• Strategic & Operational Leadership. Proven ability to translate high-level legal, regulatory, and business strategy into effective, scalable operational execution within Support and Operations teams.
• Cross-Functional Influence. Strong track record of leading and aligning cross-functional stakeholders across Legal, Operations, and Support to deliver high-impact, high-visibility initiatives with measurable business outcomes.
• Analytical & Data-Driven Decision Making. Highly skilled in using data, metrics, and analysis to inform decisions, identify risks, and drive continuous operational improvement.
• Stakeholder Management. Demonstrated success managing complex stakeholder relationships, balancing competing priorities, and delivering projects with a high degree of accuracy and accountability.
• Communication Excellence. Exceptional written and verbal communication skills, with the ability to clearly and persuasively articulate complex topics to both technical and non-technical audiences. Professionally fluent in English and Spanish.
• Autonomy & Adaptability. Comfortable operating independently in ambiguous, rapidly evolving environments, with a strong bias toward action and ownership.
• Operational Excellence & Execution. Proven expertise in program and project management, operational rigor, and driving quality at scale in customer-facing environments.
• Leadership & Mindset. Demonstrates leadership through vision, integrity, and execution-able to inspire trust, collaboration, and alignment across teams.
• Customer-Centric & Resilient. Deeply customer-focused, quality-driven, resilient, and positive, with a strong commitment to continuous personal and professional growth.
• Regional & Global Collaboration. Demonstrated ability to work effectively across multiple time zones, countries, and cultures, coordinating with remote teams and stakeholders throughout LATAM and Global teams.

Preferred Qualifications

• Experience dealing with gig economy regulations or digital platform governance.
• SQL Proficiency
• Excel and data visualization tools.