Program Leader - Merchant Customer Experience LatAm

What you will do:

1. Lead the LatAm Core Customer Experience Team through regional and global cross-functional initiatives and key stakeholders (Ops, Product, CommOps, Analytics, and AI Enablement) to align on priorities, launch new initiatives, and ensure seamless experience delivery across channels and markets.
2. Design, own and execute customer experience programs, their financials, and headcount focused on improving key moments across the Delivery journey — for customers, merchants, and delivery partners — from insight generation to implementation and impact measurement.
3. Identify and improve operational gaps and process inefficiencies, working cross-functionally to drive solutions that elevate service quality, optimize performance, and reduce defects.
4. Own and continuously refine key CX policies across all different channel modalities, ensuring consistency, fairness, and operational scalability across the region.
5. Map end-to-end customer journeys to uncover friction points and design interventions that improve support touchpoints and overall satisfaction.
6. Define, monitor, and communicate key CX performance indicators (KPIs), connecting results to business impact and improvement opportunities.
7. Support the regional implementation of GenAI-powered CommOps solutions that drive efficiency, improve agent performance, and deliver elevated customer and delivery partner experiences.
8. Leverage data, voice of the customer insights, and GenAI-driven analysis to identify pain points, prioritize initiatives, and propose scalable solutions that improve satisfaction and efficiency.
9. Develop and deliver clear executive communications that effectively summarize insights, project updates, and business impact for senior stakeholders.
10. Lead strategic projects end-to-end, from scoping and planning to rollout, tracking, and impact reporting.
11. Continuously drive process improvement and innovation, identifying automation, efficiency, or simplification opportunities that strengthen support quality and scalability.

Basic Qualifications

1. Robust experience managing a team of analysts and specialists to deliver significant results within well defined timelines.
2. Proven experience managing complex, cross-functional programs with measurable impact.
3. Experience building efficient processes that scale across large organizations and deliver both customer experience and operational process improvements.
4. Experience leading multiple cross-functional initiatives with diverse stakeholders and competing priorities.
5. Track record of balancing analytical, strategic thinking with quick decision-making, change management, and timely execution.
6. Strong analytical and problem-solving skills with solid business acumen and data independence — ability to independently source, analyze, and visualize data (SQL, Tableau, Looker) to generate insights, translate findings into strategic action, and clearly communicate measurable business impact to stakeholders.

Preferred Qualifications

1. Bachelor’s degree in Business, Engineering, Economics, or related field.
2. 10+ years of experience in program management, preferably in Customer Experience, Operations, Consulting, or Strategy roles.
3. You have experience in high-growth tech or startup environments, ideally in customer experience, support, delivery, or marketplace operations.
4. You’ve worked in or with Customer Experience, Community Operations, or AI transformation programs.
5. You hold a Project or Program Management certification (e.g., PMP, Agile).
6. You hold an MBA or Master’s degree.

Uber's mission is to reimagine the way the world moves for the better. Here, bold ideas create real-world impact, challenges drive growth, and speed fuelds progress. What moves us, moves the world - let’s move it 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.