New Modalities Cx Program Manager

6 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 portfolio by listening to our users, understanding the root causes of broken experiences, striving to build a magical experience across different support modalities (i.e. In-App Support, Phone, Chat, etc.).

You will take a data-driven approach to identify customer struggles and collaborate with the Operations, Product, and CommOps teams to build new experiments, and processes, or improve existing ones that detract from the customer experience.

We are looking for a steadfast customer advocate who is a strong relationship builder, project manager and process optimizer

**What You'll Do**
***
- Work closely with other internal members of the Community Operations team as well as other key partner groups like Business Operations & Product to build a strong customer-centric culture.
- To design the New Products R&A strategy through an experimentation portfolio with clear OKRs in partnership with Business Operations and Product
- To design and be responsible for the Automation Integration & Low-Cost Strategies for all New Products
- Autonomously looking into data and turn it into meaningful product, support, and operational improvements
- Run and lead complex cross-functional initiatives
- Understand the goals and priorities of the business.
- Clearly understand the CommOps vs. Business Operations goals and their codependency
- Provide insights from customer interactions to collaborators to influence and facilitate decisions
- Strengthen relationships with Ops, Product, and Global partners to prioritize efforts aligned with Company needs (long-term view)
- Influence other cross-functional teams to help execute your strategy and plan

**Basic Qualifications**
***
- Project and/or program management experience: Experience managing multiple moving parts with resource constraints
- Fluent in English and Spanish or Portuguese
- SQL Proficiency
- 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 partners
- Excellent critical thinking and problem solving: Ability to create and optimize support processes in a practical manner that benefit both CommOps and the Business
- Excellent communication skills: Create and present decks and develop written communication pieces to engage collaborators
- 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 obsession: Genuine passion for our drivers and riders and want to be a force for positive change in their touchpoints with Uber

**Preferred Qualifications**
***
- High-growth operations experience
- Customer support experience
- Six Sigma, Change Management, and/or Project Management certifications
- Experience working with remote or international teams
- Proven experience in negotiation & experimentation



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