Cx Marketplace Program Manager
5 meses atrás
**About the Role**
***
At Uber, providing excellent customer support to our users is a core feature of our product experience. As a CX Program Manager, you will be responsible for listening to users, understanding the root causes of painful customer experiences and helping to design solutions to reduce them, striving to build a phenomenal experience in the Delivery Business across different modalities (i.e. Automations, In-App Support, Phone, Chat, etc.). You will have a deep understanding of the goals of the business and seek to act as a key ally to the Ops teams.
You will take a data-driven approach to identify customer struggles and collaborate with the Operations, Product, and CommOps teams to create new processes, or improve existing ones that detract from the customer experience.
We are looking for a steadfast customer advocate who is an excellent relationship builder, project manager, and process optimizer.
**What You'll Do**
***
- You will work closely with other internal members of the Community Operations team as well as other key partner groups like Operations & Product to build a strong customer-centric culture.
- Be the internal voice of the customer to continuously improve the experience, by identifying main difficulties across the customer journey and prioritizing main opportunities.
- Autonomously looking into data and turning it into meaningful product, support, and operational improvements
- Manage and lead complex cross-functional initiatives with CommOps, Ops, and Product teams.
- Understand the goals and priorities of the business.
- Provide insights from customer interactions to partners to influence and facilitate decisions
- Strengthen CommOps relationships with Ops, Product, and Global partners to prioritize efforts aligned with Company needs (long-term view)
**Basic Qualifications**
***
- Fluent in English and Spanish or Portuguese
- Immediate availability to work from our offices in Mexico City or São Paulo
- Strong Project and/or Program Management experience: Experience managing multiple moving parts with resource constraints
- Excellent stakeholder management skills: Experience in encouraging results in areas that aren't in your immediate responsibility. Keen understanding of the goals & priorities of your customers
- Excellent critical thinking and problem-solving: Ability to build and optimize support processes in a practical manner with a broad scope of the impact each project has
- Excellent communication skills: Ability to create and present decks and develop written communication pieces to engage stakeholders
- Excellent execution and high standards: You are someone who finishes what they start and keeps iterating until a process works flawlessly almost every time
- Customer focus: Have a genuine passion for our drivers and riders and want to be a force for positive change in their touch points with Uber
**Preferred Qualifications**
***
- High-growth operations experience
- SQL
- Customer-support experience
- Six Sigma, Organizational Change, and/or Project Management certifications
- Previous experience in consultancy, operations, or in a fast-paced professional environment
-
Latam Ef Cx Manager, Latam Ef Cx Manager
5 meses atrás
Sao Paulo, Brasil Amazon Servicos de Varejo do Brasil Ltda. Tempo inteiro1+ years of customer service experience - Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays - Experience in payments or e-commerce LatAm EF CX Manager - responsible for driving External Fulfillment CX initiatives in order to increase adoption and awareness of the program seeking for the best customer experience. Sao...
-
Program Manager, Marketplace, Self-service
5 meses atrás
Sao Paulo, Brasil Amazon Servicos de Varejo do Brasil Ltda. Tempo inteiro3+ years of program or project management experience - 3+ years of working cross functionally with tech and non-tech teams experience - 3+ years of defining and implementing process improvement initiatives using data and metrics experience - Bachelor's degree - Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL - Experience defining...
-
Selection Program Manager, Marketplace
5 meses atrás
Sao Paulo, Brasil Amazon Servicos de Varejo do Brasil Ltda. Tempo inteiro2+ years of program or project management experience - Bachelor's degree or equivalent Amazon Brazil is looking for a dynamic and motivated executive to drive selection growth in Marketplace and work with a cross-functional and cross-geographical teams to offer the best selection to our customers. The Selection Program Manager will own the selection-based...
-
New Modalities Cx Program Manager
5 meses atrás
Sao Paulo, Brasil Uber Tempo inteiro**About the Role** *** At Uber, providing excellent customer support to our users is a core feature of our product experience. As a New Modalities (NeMo) CX Program Manager you will work with Uber's mobility bets by being responsible for 1) creating our R&A (Refunds & Appeasements) Strategy & OKRs and 2) Identifying financial efficiencies for our product...
-
Ecommerce Marketplace Manager
5 meses atrás
Sao Paulo, Brasil Pro Coffee Gear Tempo inteiro**Ecommerce Marketplace Manager** Location: Remote (Global) Company: Pro Coffee Gear Pro Coffee Gear is a rapidly expanding e-commerce company based in Austin, Texas, with a specialization in espresso machines and coffee-centric accessories. Our mission is to enhance the coffee adventures of our customers with superior quality products and unrivaled...
-
Senior Program Manager for Seller Experience
2 semanas atrás
São Paulo, São Paulo, Brasil Amazon Tempo inteiroProgram Manager OpportunityWe are seeking a talented Program Manager to drive scalable recruitment in our marketplace. The ideal candidate will define strategies to enhance the verification experience for sellers in Latam, collaborating with product, operations, and compliance teams to solve experience issues. This role requires a hands-on approach and a...
-
CX Manager LATAM
2 semanas atrás
São Paulo, São Paulo, Brasil Gympass Tempo inteiroAbout the RoleWe are seeking a highly skilled CX Operations Manager to join our Spanish Speaking LATAM Customer Experience team in Sao Paulo. As a key member of our team, you will be responsible for driving operational excellence within the Customer Experience team by helping optimize processes for our México, Argentina, and Chile operations.Key...
-
Customer Experience Delivery Program Manager
3 semanas atrás
São Paulo, São Paulo, Brasil Amazon Tempo inteiroDelivery Experience CX Program ManagerAt Amazon, we're committed to delivering the best customer experience possible. As a Delivery Experience CX Program Manager, you'll play a key role in leading CX programs in Brazil, working closely with various functional teams to enhance the customer delivery experience in a high-complexity, ambiguous environment.Key...
-
Cx Project Manager
5 meses atrás
Sao Paulo, Brasil Uber Tempo inteiro**About the Role** *** At Uber, providing excellent customer support to our users is a core feature of our product experience. As a CX Program Manager, you will be responsible for listening to users, understanding the root causes of painful customer experiences and helping to design solutions to reduce them, aiming to build a great experience for Eaters in...
-
Technical Program Manager
4 semanas atrás
São Paulo, São Paulo, Brasil Mindbody Tempo inteiroAbout the RoleWe're seeking a highly skilled Technical Program Manager to join our team at Mindbody. As a key member of our Customer Experience (CX) team, you'll be responsible for managing the daily operations of multiple platforms and tools used by the CX team and our customers.Your primary focus will be on translating business requirements into solution...
-
Program Manager, Consumables Programs
3 semanas atrás
São Paulo, São Paulo, Brasil Amazon Servicos De Varejo Do Brasil Ltda. Tempo inteiroJob SummaryAmazon Servicos De Varejo Do Brasil Ltda. is seeking a highly skilled Program Manager, Consumables Programs to join our team. The ideal candidate will have experience in program or project management, with a strong background in defining and implementing process improvement initiatives using data and metrics.Key Responsibilities- Manage Products...
-
Technical Program Manager
5 meses atrás
Sao Paulo, Brasil Mindbody Tempo inteiroWe're revolutionizing the fitness & wellness industry, and we're looking for talented people to help us do it. Mindbody + ClassPass bring together the best of both sides of the market: Mindbody is the industry's most trusted all-in-one technology platform; ClassPass is one of the most popular apps for fitness & self-care enthusiasts. Together we're...
-
Program Manager
5 meses atrás
Sao Paulo, Brasil Quality Digital Tempo inteiroO que buscamos? Um profissional com forte capacidade analítica, boa comunicação, capaz de trazer uma compreensão clara do trabalho, prioridades, status atual e planos de ação, além de organização e planejamento de iniciativas complexas. Como será o seu dia a dia: Apoio ao comercial no direcionamento de novos projetos/produtos referente ao seu...
-
Program Manager
5 meses atrás
Sao Paulo, Brasil Quality Digital Tempo inteiroO que buscamos? Um profissional com forte capacidade analítica, boa comunicação, capaz de trazer uma compreensão clara do trabalho, prioridades, status atual e planos de ação, além de organização e planejamento de iniciativas complexas. Como será o seu dia a dia: Apoio ao comercial no direcionamento de novos projetos/produtos referente ao seu...
-
Program Manager
5 meses atrás
Sao Paulo, Brasil Quality Digital Tempo inteiroO que buscamos? Um profissional com forte capacidade analítica, boa comunicação, capaz de trazer uma compreensão clara do trabalho, prioridades, status atual e planos de ação, além de organização e planejamento de iniciativas complexas. Como será o seu dia a dia: Apoio ao comercial no direcionamento de novos projetos/produtos referente ao seu...
-
Sr Growth Marketing Manager, Marketplace
2 semanas atrás
São Paulo, Brasil Amazon Tempo inteiroDESCRIPTIONThe Seller Marketing team is responsible for driving seller acquisition to all categories available on the marketplace in LATAM. We own both strategy and execution of marketing channels and programs. We are looking for a smart and results-driven Growth Marketing Manager to drive demand and support the growth of Amazon Marketplace. This role will...
-
São Paulo, Brasil Amazon Tempo inteiroAre you excited by building new things? Do you want to work on complex and dynamic environment and drive scalable recruitment in our marketplace? Then this position is for you.We are looking for a talented Program Manager to join our SX Registration & Verification vertical. The Program manager will define strategies to enhance current Verification experience...
-
Coordenador de marketplace
4 semanas atrás
SAO PAULO, Brasil RH shopping Tempo inteiroVocê está em busca de um novo desafio na sua carreira e quer fazer parte de uma equipe dinâmica e inovadora? Então, venha conhecer a oportunidade de Coordenador de MarketPlace! Neste papel, você será responsável por gerenciar e impulsionar as estratégias de vendas e crescimento das nossasplataformas de marketplace, atuando em um ambiente estimulante...
-
Programa Recruta Cx – Gabriel
2 semanas atrás
São Paulo, Brasil Gabriel Tempo inteiro[ads1]Titulo da Vaga: Programa Recruta CXNome da Empresa: GabrielSalário:Localização: São Paulo – SPDescrição da Vaga: Quem somos?A Gabriel é uma startup de tecnologia, comprometida em resolver um dos maiores problemas do Brasil: a segurança das pessoas. Instalamos câmeras inteligentes e interconectadas, voltadas para a rua, a partir de...
-
Catalog Program Manager
7 meses atrás
Sao Paulo, Brasil Amazon Servicos de Varejo do Brasil Ltda. Tempo inteiroCross functional project delivery experience; - Years of program, product or project management experience; - Working cross functionally with tech and non-tech teams experience; - Experience defining program requirements and using data and metrics to determine improvements; - Experience managing teams; - Experience managing, analyzing and communicating...