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**About the Role**
The Mobility Earner Experience Manager is the guardian of the customer experience and will be obsessed with knowing every detail around the E2E customer journey for specific issue types. They will ensure every aspect of our customer support processes are designed with our customers, and our budget, in mind - helping to define and implement strategies for defects reduction, processes optimization and satisfaction improvement, constantly influencing global teams on taking Latam priorities into consideration. They will also help on building the bridge between global and region priorities towards Digital Solutions strategy implementation, being the guardian of Automated support metrics, and pushing the Earner team to collaborate on automated solutions deployment and continuous improvement efforts.
We are looking for a fierce customer advocate who is extremely data-driven, a great problem solver, an excellent relationship builder, project manager, and process optimizer. If generating insights using data and influencing others on taking those into consideration is the way you roll, then this role is for you
- Understand the end-to-end journey of our customers and identify pain points and opportunities
- Lead and support customer-facing process improvement initiatives and projects.
- Align and coordinate stakeholders in regional/global teams to execute these initiatives.
- Provide insights from customer interactions to regional and global stakeholders to influence and facilitate decisions that will directly impact our success metrics
- Cascade global digital experiences strategy into regional team priorities, monitor/deep dive on metrics and provide insights that will positively evolve how automated support is provided
- Understand the goals and priorities of CommOps KPIs - both operational and financial. Understand cost constraints and champion customer-obsessed processes that support these goals.
**Basic Qualifications**
- Immediate availability to live in Mexico City or São Paulo
- Professional English proficiency
- 3-5 years of experience in similar roles
- The D(ecision) is with the Data - must be an analytical thinker with the ability to solve any problem in a structured way.
- Excellent strategic thinking and problem solving: Ability to create and optimize support processes in a practical manner
- Project and/or program management experience: Experience managing multiple moving parts, multiple stakeholders with resource constraints
- Excellent stakeholder management skills: Experience in encouraging results in areas that aren't in your immediate responsibility. Keen understanding of the goals & priorities of your stakeholders
- 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 you start and keeps iterating until a process works flawlessly almost every time
- Customer obsession: You have a genuine passion for our drivers and riders and want to be a force for positive change in their touchpoints with Uber
**Preferred Qualifications**
- High-growth operations or Startup experience
- Six Sigma, Change Management, and/or Project Management certifications
