About the Role At Uber, providing excellent customer support to our users is a core feature of our product experience. We need to maintain that level of customer service while scaling to meet the needs of a new and rapidly growing business.
The Cross-Functional Programs Lead will be responsible for proactively exploring, prioritizing, and executing high-impact programs that address critical business challenges, foster innovation, and capitalize on emerging opportunities that align with the company's long-term goals and contribute to its competitive advantage.
You will work closely with the other internal members of the Delivery 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 the LATAM region.
What You'll Do Improve Consumer, Delivery Partner & Merchant experience by:1) Gathering business insights to guiding the CX Delivery strategic direction,2) Coordinating and completing key strategic cross-functional programs and, 3) Helping with product design and proposing changes to some operational processes;Own and iterate the CX Delivery Governance model as needed;Identify main customer struggles and opportunities holistically across their journey and prioritize improvement opportunities. Understand tradeoffs and business needs;Strengthen CommOps relationships with Ops and Global partners to prioritize efforts aligned with Company needs (long term view);Manage and mentor a team of six highly motivated professionals ensuring dedication to achieve ambitious business goalsBasic Qualifications Advanced English ProficiencyProven Project/Program management experienceExcellent and proven track record of leadership roles, demonstrated ability to lead direct and non direct hard-working teams and delivering business impactExcellent stakeholder leadership skills: Experience building rapport and encouraging results in areas that aren't in your immediate responsibility. Keen understanding of the goals & priorities of your stakeholdersExcellent strategic thinking and problem solving abilityA history of using data to make change and drive operational improvements: The ability to self-serve, investigate and get the data we require will make you much more effective in this roleExcellent communication skills: Ability to create and present information that engages team and stakeholders. Experience presenting data visually.Ability to work with remote teams and across time zones to develop strategies and foster a cohesive and creative work environmentCustomer obsession: Genuine passion for our users and wants to be a force for positive change in their touchpoints with UberCreative and problem solving mentalityBonus points if: You're fluent in PortugueseWe 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.
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 ******.
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