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Groceries and Retail CX Program Manager

2 meses atrás

São Paulo, São Paulo, Brasil Uber Tempo inteiro

About the Role

At Uber, delivering exceptional customer experiences is a core aspect of our product experience. As a Groceries and Retail CX Program Manager, you will be responsible for listening to customers and merchants, understanding the root causes of frustrating experiences, and helping to design solutions to deliver an excellent experience when it matters most.

You will partner cross-functionally with Operations and Product teams, regionally and globally, to design and implement top-class support solutions. You will work closely with the support operation and will be accountable for delivering our support services through agents and technology.

We seek a steadfast customer advocate who is an excellent relationship builder, project manager, and process optimizer.

Key Responsibilities

• Define and implement key portions of the support strategy in the region
• Build and improve current processes according to business priorities and identified opportunities
• Help implement a portfolio of new support solutions collaborating strongly with our global partners
• Help Uber continue to build a strong customer-centric culture. Be the internal voice of the customer
• 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

• Immediate availability to live in Mexico City or São Paulo
• Conversational English
• Excel Proficiency
• 5+ years of experience in Project or Program Management: Managing multiple moving parts with resource constraints
• Analytical Skills: Being able to correlate numbers with root-cause analysis and process improvement implementation
• Excellent critical thinking and problem-solving: Ability to build and optimize support processes in a practical manner
• Functional expertise: Possessing breadth of knowledge of across Ops dynamics, metrics, best practices, and processes at team's disposal for driving business outcomes
• Excellent communication skills: Ability to create and present decks to senior audiences, develop written communication pieces to engage stakeholders, and influence decision-making in a global first environment
• 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
• Customer-support experience
• Six Sigma and/or Project Management certifications
• Previous experience in consultancy, operations, or in a fast-paced professional environment
• SQL