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Cash & Payments CX Manager, Latam

Community Operations em Sao Paulo, Brazil

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.

 

About the Role

 

The Latam Payment LOB Manager is responsible for managing a team of Project Managers and Project Specialists on designing and executing projects that aim to improve Payments Customer Experience across LatAm touching riders, drivers, couriers and eaters for all payment methods we have in the platform. Also build the support readiness strategy for any new payment methods.

 

This role has a heavy focus on people management, cross-functional collaboration and process improvement through teamwork, organization and data analysis.

 

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What You’ll Do

  • Drive team performance by developing actionable KPIs, monitoring performance and actioning effectively
  • Generate stakeholder alignment on initiatives to ensure they are connected to the larger business goals; ensure projects are properly defined and scoped with charters that include well-written problem statements and quantifiable goals and baseline data
  • Own data analysis and visualization, and communicate the outcomes/insights to various stakeholders to aid strategic decisions for improvements in support experience for all customers
  • Review, calibrate and iterate internal processes for payments support strategy
  • Coordinate with CommOps Stakeholders on process mapping and efficiency improvement proposals

What You’ll Need

  • Minimum 5 years of program management experience, but we will consider other candidates in case they meet our other requirements
  • A history of using data to drive change, including the use of performance dashboards
  • Previous people management experience
  • Experience in encouraging results in areas that aren't in your immediate reporting structure
  • Ability to create and optimize sales and account management processes and lead others utilizing those processes
  • Background in working with payment processing providers and basic understanding of transactions flows

Bonus Points If

  • High-growth operations or startup experience
  • SQL knowledge
  • Six Sigma, Change Management, and/or Project Management certifications
  • Experience in FinTech and ecommerce gateways

About the Team

 

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


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Na Uber, não só aceitamos as diferenças como também elas são celebradas, apoiadas e aproveitadas para benefício de nossos funcionários, produtos e comunidade. A Uber tem orgulho de ser um local de trabalho com oportunidades iguais e um empregador de ação afirmativa. Estamos comprometidos com oportunidades iguais de emprego, independentemente da raça, cor, ascendência, religião, sexo, nacionalidade, orientação sexual, idade, cidadania, estado civil, deficiência, identidade de gênero ou status de veterano.