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Customer Experience Strategy Program Manager, LATAM

Strategy & Program Operations, Community Operations
Osasco, Brazil |
Mexico City, Mexico

About the Role

At Uber, providing excellent Customer Support to our users is a core feature of our product experience. We need to continuously improve the level of customer service while scaling to meet the needs of a new and rapidly growing business.

At Community Operations we see ourselves as the customer guardians, by enabling seamless experiences across Uber support, working on global - local, effective and scalable solutions, to drive balanced growth and engagement.

You will help develop and implement the strategy for the customer service organization, find opportunities to improve our operations and help our organization to work efficiently and effectively to provide a great customer experience. You will take strategic projects from conceptualization to implementation, working closely with the other internal members of the Customer Experience team as well as other of our key partner groups (Ops, Product, Analytics & Insights, Strategy & Planning, among others) to define and implement the desired customer experience in LATAM!

The role is for a leader who is hardworking at leading programs, working cross-functionally to strategize, plan, implement, supervise and report progress on key initiatives, to continuously drive evolution of our customer service experience.

What You'll Do

  • Identify and unlock customer support opportunities with measurable impact to company objectives
  • Articulate vision and areas of strategic focus (aligned to business priorities) and translates this into actionable projects/programs
  • Plans and prioritize across multiple initiatives to ensure sufficient resourcing for targeted timelines
  • Effectively handle and execute highly transparent, high risk, broad-scale programs, requiring extensive cross-functional coordination
  • Engage senior leadership through planning, progress reports, and presentations

What You'll Need

  • Minimum 5 years of program management experience
  • Self-motivated with a strong affinity for vision setting, strategic problem solving, and driving results
  • Persuasive written and verbal communication skills across diverse functions and teams
  • Experience managing cross-functional projects and partners, powered by analytical insights
  • A successful history of using data to drive quantifiable change, continuous improvement initiatives, and cross-functional decision making
  • Experience in encouraging results in areas that aren't in your immediate reporting structure
  • Previous people management experience
  • Proficient in English and Spanish/Portuguese

Bonus Points

  • High-growth operations or startup experience
  • Familiarity with support/customer operations
  • Experience leading remote or international teams
  • SQL knowledge
  • Six Sigma, Change Management, and/or Project Management certifications

At Uber, we reimagine the way the world moves for the better. The idea was born on a snowy night in Paris in 2008, and ever since then, our DNA of reimagination and reinvention carries on. We've grown into a global platform moving people and things in ever-expanding ways, taking on big problems to help drivers, riders, delivery partners, and eaters make movement happen at the push of a button for everyone, everywhere.

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.

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Uber is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran Status, or any other characteristic protected by law.