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Project Manager - Customer Experience (Compliance and Fraud prevention)

Community Operations
in Mexico City, Mexico

About the Role

As a Compliance Program Manager for Latam, you will serve as a process-design and industry expert who will manage and optimize Compliance-related customer support areas, such as our document review, background check, or identity programs. All driver and delivery partners are expected to meet certain requirements to use the Uber platform, and we have a large (and growing) team of support agents tasked with reviewing these items and supporting partners through the process.

A highly cross-functional role, you will coordinate across a number of internal teams including product, safety, legal, and operations. You will be responsible for driving strategic improvements to the quality and efficiency of our compliance support, while you cultivate and manage relationships with other key stakeholders and develop a scalable strategy to ultimately ensure our compliance processes are both user-friendly and legally rock-solid.

What You'll Do

  • Create and own scalable and strategic Compliance programs and projects to improve support quality and efficiency for compliance-related customer support issue types
  • Serve as a critical thought partner to internal business partners in an effort to develop a best-in-class experience for the customer while improving compliance
  • Support the launch of new internal and customer-facing compliance products and tools with a focus on providing a great, transparent customer experience
  • Design projects with clearly defined problem statements, goals, and baseline data
  • Be the source of knowledge to train, educate, and answer questions from project managers, customer service representatives (CSRs) or other stakeholders in the organization
  • Develop a reporting cadence on performance, trends, and projects designed to standardize, improve processes, and enable better performance of the program

What You'll Need

  • 3+ years of experience running business units and scaling support organizations
  • Experience working within the Compliance or Fraud a plus
  • Strong use of insights and data-driven decision making
  • Startup hustle and passion for our mission
  • Extremely proactive, self-starter mentality with strong organizational skills
  • Excellent communication and interpersonal skills, with the ability to identify and provide comprehensive solutions for varying partner needs
  • Ability to thrive under pressure in an unstructured, fast-paced environment

About the Team

Our team is focused on improving the driver-partner experience through high-quality communication based on timely and accurate document and background check processing. These efforts also extend to validating partner identity to ensure trust in the security and integrity of accounts. Compliance is a key company priority and a core part of our values to always do the right thing. With everything at Uber, our work has a direct impact in the real world, enabling thousands of people access to earnings opportunities and supporting a network that has changed transportation in cities around the world.

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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.