Earner Access/funnel Associate Program Manager

hace 6 días

Ciudad de México Uber A tiempo completo

**About the Role*****The LatAm Earner Access/Funnel Associate Program Manager is responsible for the successful definition and start-to-finish execution of high-impact strategic projects that seek to improve the customer experience for earners who are signing up to drive with Uber, enabling easier access to our platform and contributing to our overall business goals and to a better customer experience.This role has a heavy focus on project management, customer experience, cross-functional collaboration, and continuous process improvements through collaboration, organization, and data analysis.**What You'll Do*****- Drive access-related Customer Experience portfolio initiatives from beginning to end and support business-critical Product and Operations launches. This includes insight generation, project conceptualization, implementation, monitoring, and communication of impact and results.- Own the day-to-day effectiveness and efficiency of our support operations for account access and engagement, assessing root-causes and coordinating action plans with key partners to correct performance variations and identify optimization opportunities as needed.- Liaise with regional and global stakeholders to generate alignment on initiatives and ensure they are connected to the larger business goals. Additionally, ensure launches and rollouts are accompanied by a quality customer experience and provide partners with insights based on the voice of the customer.- Define and implement basic prioritization frameworks that are aligned with high-level business strategy.- Own data analysis and visualization, and communicate the project outcomes/impact to various partners to aid strategic decisions for account-related CX improvements in support experience for drivers and couriers**Basic Qualifications*****- Minimum 3 years of project management experience handling complex, dynamic projects- Proficient in English and Spanish or Portuguese**.**:- Immediate availability to work from our Mexico City or São Paulo offices- Excellent organizational skills - You effectively prioritize work to target the highest-impact issues first.- Problem solving attitude - the ability to self-serve, investigate and get the data we require will make you much more effective in this role. Self-starter demeanor is a must- Analytical approach - You are able to diagnose problems, to identify root cause issues, and action them through project definition and execution.- Excellent written and verbal communication skills including monitoring, measuring, and sharing project results/impact in an effective manner to a senior audience.- Experience running cross-functional projects and a large, complex web of partners, powered by analytical insights.- A successful history of using data to drive quantifiable change, continuous improvement initiatives, and cross-functional decision-making.**Preferred Qualifications*****- High-growth operations or startup experience- Familiarity with support/customer operations- SQL knowledge- Six Sigma, Organizational Change, and/or Project Management certifications

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