About the Role
As a Delivery Customer Experience Program Leader, you will play a pivotal leadership role in shaping and executing strategic initiatives that enhance customer satisfaction and drive operational excellence across Latin America. You will leverage your deep understanding of both technology and customer behavior to create seamless, engaging experiences that drive customer satisfaction and loyalty.
Your responsibilities will include managing complex large-scale projects, from conceptualization through deployment, ensuring that all aspects are executed with precision. You will also be responsible for harnessing data insights to continuously refine and enhance customer interactions, making data-driven decisions that contribute to the overall success of our customer experience initiatives and overarching business priorities.
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In addition to managing projects, you will play a key role in shaping the strategic direction of customer experience programs in LATAM, working closely with senior leadership to align and influence these programs with the company's global vision.
This role demands a blend of strategic vision, business acumen, stakeholder management, and exceptional program management skills.
What You'll Do
- Develop and execute a comprehensive program strategy aligned with the org's mission and objectives, focusing on enhancing the quality and efficiency of our delivery customer experience
- Define portfolio and team prioritization frameworks that are aligned with high-level business strategy and empower the team to appropriately scope their projects with charters that include well-written problem statements, quantifiable goals and baseline data
- Generate partner alignment on initiatives to ensure they are connected to the larger business goals; ensure launches and rollouts provide a quality customer experience and provide partners with insights based on the voice of the customer
- Own data analysis and visualization, and communicate the outcomes/insights to various partners to aid strategic decisions for improvements in support experience for all customers
- Stay current with industry-standard methodologies and frameworks that can be applied to Uber's customer service operation and drive continuous improvement to customer outcomes
- Be a thought leader and contribute to the LatAm CommOps roadmap and vision
What You'll Need
- Immediate availability to work in Mexico City
- Professional level proficiency in English and Spanish
- Excel proficiency
- 7+ years of experience in project OR program management. Customer experience, or operations leadership roles within the transportation or technology industry can also be considered
- Strong knowledge of CX principles, methodologies, and tools, with experience in implementing CX programs and driving continuous improvement.
- Outstanding verbal and written communication skills, with the ability to effectively communicate complex concepts and strategies to diverse stakeholders
- Proven ability to develop a vision and team direction coupled with the ability to execute CX program strategies, driving business results and operational excellence.
- Excellent analytical and problem-solving skills, with the ability to analyze data, identify trends, and derive actionable insights to improve the experience of our customers in an efficient and sustainable way
- Proven ability to collaborate effectively with cross-functional teams and stakeholders at all levels of the organization to drive alignment and achieve common goals.
- Demonstrated ability to influence and negotiate with stakeholders at all levels in a global-first environment.
- Functional expertise: Possessing breadth of knowledge of across Ops dynamics, metrics, best practices, and processes at team's disposal for driving business outcomes.
Preferred Qualifications
- High-growth operations or startup experience
- Six Sigma, Change Management, and/or Program Management certifications
- SQL expertise
- Proven record of executing large-scale program deployments
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.