Sr. Program Manager, Customer Experience Mexico

6+ years of experience in Customer experience
- 3 years of experience as a Program or Project Manager
- 3 years of experience in using data to drive strategies
- 3 years of experience influencing stakeholders
- English Advanced (C1+)
- Bachelor's degree
- This is not a remote position, onsite assistance is required 5 times per week.

Key job responsibilities
- Act as the point of contact for CS for Mexico Customer Experience (CS) projects and the following teams: Retail, Fulfillment Centers, Logistics, Technical Teams, Seller Support, Knowledge Management, Fraud, Payments.
- Complete analysis of processes and procedures with a mind to continue improving the Customer Experience and key Metrics, with the fina goal of identifying customer pain points and proactively drive improvements.
- Identify and challenge any negative effects on the Customer Experience prior to new launches.
- Manage customer-impacting issues as they come up in a troubleshooting mode, which includes, but not limited to: proactively engage with mass communications, work on any urgent and/or uprising tickets that may affect customer experience or primary KPIs and advise on proper actions and follow-up to take to resolve said issues.
- Provide analysis to management on customer experience impacting issues.
- Act as a networking bridge between the CS and business teams, as well as keeping them informed of changes in and outside CS that have impact on customer experience.
- Customer Experience Management experience.
- Customer Service Management experience.
- Project/program management experience and/or key contributor for a site/service launch.
- Previous experience with Six Sigma and/or Lean tools and methodologies.