About the Role
As a Program Manager in the Delivery LatAm Customer Support team, you will lead a diverse set of high-impact programs aimed at reducing customer defects and improving the efficiency of our support operations, but also serving as an extra hand for diverse initiatives and special projects as they may appear. You'll operate at the intersection of data, execution, and strategy - guiding key stakeholders across Product, Ops, and CommOps to solve the most pressing customer pain points at scale.
This role demands strong program ownership, excellent stakeholder management, and the ability to move seamlessly between analytical deep dives and executive-level conversations. You'll be responsible for translating insights into action, influencing roadmaps, and delivering measurable business value. You'll also help structure the way our team executes, mentors others, and scales its impact across the region.
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What you'll do:
- Own the planning, execution, and measurement of key DR reduction programs across multiple markets and lines of business
- Partner with Ops, Product, and CommOps leaders to identify opportunities, align roadmaps, and drive accountability for fixes
- Build business cases and simulate cost savings potential tied to improvements in defect rate and customer friction
- Translate analytical insights into executive-ready narratives that drive decision-making at the regional level
- Lead and mentor junior team members, promoting analytical and business rigor across the team
- Drive process improvements and create scalable tools, routines, and documentation to expand the team's impact.
Basic Qualifications
- 5+ years of experience in program management, strategy, operations, or consulting
- Strong SQL and/or Python capabilities and fluency in data-driven storytelling
- Proven ability to lead complex cross-functional programs from idea to execution
- Excellent stakeholder management and executive communication skills
- Great teamwork skills and relationship-building with a cross-functional team
- Track record of delivering measurable impact in customer experience or operational initiatives
Preferred Qualifications:
- Experience in support, marketplace operations, or customer experience
We welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently. If you have the curiosity, passion, and collaborative spirit, work with us, and let's move the world forward, together.
Offices continue to be central to collaboration and Uber's cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role.
*Accommodations may be available based on religious and/or medical conditions, or as required by applicable law. To request an accommodation, please reach out to accommodations@uber.com.