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Customer Experience Sr Project Manager

Community Operations
in Sao Paulo, Brazil

About the Role

The Sr CEPM will be responsible for defining and leading our customer experience and support strategy for support issues regarding quality at Uber by developing and executing quality and efficiency improvement programs across a variety of support modalities in Latin America. The PM will also be responsible for leading a regional team of project managers to set their goals, track and measure their performance.

What You'll Do

  • Manage a team of 4 project managers
  • Improve operational performance by using a data-driven approach for issue identification, root cause analysis, and improvement rollouts
  • Create actionable, specific KPIs, support metrics and performance dashboards for all supported teams and provide progress/updates on performance vs goals regularly to key stakeholders
  • Provide project and key stakeholder alignment on initiatives to ensure they are connected to the larger Community Operations goals; ensure projects are properly defined and scoped with charters that include well-written problem statements, quantifiable goals and baseline data
  • Be the subject matter expert for best support practices obtained internally and externally
  • Be the source of knowledge to train, educate, and answer questions from project managers, customer service representatives (CSRs) and other stakeholders in the organization
  • Be on the forefront of trends impacting the Driver and Rider Experience program
  • Grow your team of project managers by helping them develop critical professional skills (analytics, business acumen, presentation skills, project management, and communication)

What You'll Need

  • Minimum 5 years of project/ program management experience
  • People management experience (minimum 2 people under direct supervision)
  • A history of using data to make change, including the creation and use of performance dashboards
  • Experience in encouraging results in areas that aren't in your immediate reporting structure
  • An insatiable desire to achieve goals and willingness to be creative and flexible to overcome obstacles to achieving those goals
  • Ability to create and optimize support processes, willing and able to lead others utilizing those processes

About the Team

The Community Operations Team is pioneering how Uber manages rider and driver partner support around the globe.

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At Uber, we ignite opportunity by setting the world in motion. We take on big problems to help drivers, riders, delivery partners, and eaters get moving in more than 600 cities around the world.

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.