Customer Experience Project Manager

**About the Role**At Uber Delivery, providing exceptional customer support to our merchants, couriers, and consumers is central to our business success. As we continue to scale rapidly, maintaining a high level of customer service is essential.The Uber Direct Project Manager role is key to enhancing customer experience, driving cross-functional collaboration, and fostering continuous process improvements. This role requires strong organizational, analytical, and interpersonal skills to lead projects and improve support experiences across our Delivery business.**Key Responsibilities**- Lead CX Projects: Manage customer experience (CX) projects from ideation to transition into Business as Usual (BAU). Oversee project planning, execution, data analysis, and impact measurement to ensure successful delivery and lasting results.- Drive Continuous Improvement: Assess root causes and coordinate corrective actions to enhance the effectiveness and efficiency of our lines of business (LOB). Collaborate with key partners to address performance variations and improve customer outcomes.- Partner Alignment: Engage with regional and global stakeholders to ensure product launches align with broader business objectives and deliver a quality customer experience. Provide partners with insights derived from customer feedback.- Prioritization Frameworks: Develop and implement prioritization frameworks that align with high-level business strategies, enabling structured decision-making.- Data Analysis and Visualization: Conduct data analysis, visualize insights, and communicate project outcomes to stakeholders to inform strategic decisions for product improvements and support enhancements.- Cross-functional Collaboration: Work closely with Project Managers and business partners to understand and address Uber's core challenges, diving into the Why?" and What?" behind key initiatives.- Process Standardization: Standardize and map processes to create a consistent experience across our LATAM team and beyond.- Operations Coordination: Support BPO coordination across LATAM, ensuring clear communication and alignment to boost efficiency and outcomes.- Identify and Act on Opportunities: Identify operational opportunities and partner with cross-functional teams to implement solutions.- Performance Tracking: Build and maintain detailed reporting models to track performance metrics and communicate insights relevant to your line of business.**Basic Qualifications**- Immediate availability to live in Mexico City or São Paulo- Fluency in English and Spanish/Portuguese- Advanced skills in Excel/data management- Exceptional written and verbal communication skills, with the ability to report on project impact effectively to senior stakeholders- Proven experience in project management, successfully handling complex projects from start to finish- Strong background in process improvement, with demonstrated success in identifying areas for improvement and implementing effective changes- Excellent interpersonal skills with the ability to prioritize and tackle high-impact issues.- Problem-solving mindset; a self-starter who can source, analyze, and act on data independently.- Strong analytical skills to diagnose problems, identify root causes, and implement solutions.- Experience managing cross-functional projects involving a diverse network of stakeholders, supported by data-driven insights.- Demonstrated history of using data to drive continuous improvements and inform decision-making.**Preferred Qualifications**- Six Sigma, Agile, Change Management, and/or Project Management certifications