Cx Marketplace Program Manager

Há 5 dias

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, 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

  • Selection Program Manager, Marketplace

    Há 3 dias

    Sao Paulo, Brasil Amazon Servicos de Varejo do Brasil Ltda. Tempo inteiro

    2+ 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...

  • Program Manager

    Há 3 dias

    São Paulo, São Paulo, Brasil Amazon Tempo inteiro R$80.000 - R$120.000 por ano

    DESCRIPTIONAmazon Music is an immersive audio entertainment service that connects fans, artists, and creators through music, podcasts, and culture. Amazon Music brings fans closer to what they love, with curated and personalized playlists, artist livestreams, artist merch, and Amazon Exclusive podcasts. Prime members get access to over 100 million songs in...

  • Program Manager

    2 semanas atrás

    São Paulo, São Paulo, Brasil Amazon Tempo inteiro R$100.000 - R$130.000 por ano

    Amazon Music is an immersive audio entertainment service that connects fans, artists, and creators through music, podcasts, and culture. Amazon Music brings fans closer to what they love, with curated and personalized playlists, artist livestreams, artist merch, and Amazon Exclusive podcasts. Prime members get access to over 100 million songs in shuffle...

  • Program Manager

    Há 4 dias

    São Paulo, São Paulo, Brasil Amazon Tempo inteiro R$90.000 - R$120.000 por ano

    Amazon Music is an immersive audio entertainment service that connects fans, artists, and creators through music, podcasts, and culture. Amazon Music brings fans closer to what they love, with curated and personalized playlists, artist livestreams, artist merch, and Amazon Exclusive podcasts. Prime members get access to over 100 million songs in shuffle...

  • Associate Program Manager

    4 semanas atrás

    São Paulo, Brasil Uber Tempo inteiro

    Overview Associate Program Manager - Access and Growth CX Join to apply for the Associate Program Manager - Access and Growth CX role at Uber . At Uber, providing excellent customer support is a core feature of our product experience. As the Access and Engagement Program Manager, you will be responsible for the successful definition and start-to-finish...

  • CX Quality Manager

    Há 5 dias

    São Paulo, Brasil Wellhub Tempo inteiro

    Overview Join to apply for the CX Quality Manager role at Wellhub . Your wellbeing, our mission. Join a company shaping a healthier world. GET TO KNOW US At Wellhub we're revolutionizing workplace wellness. Our platform connects employees worldwide to the best partners for fitness, mindfulness, therapy, nutrition, and sleep—all in one simple subscription....

  • Program Manager

    Há 3 dias

    Greater São Paulo Area, Brasil Amazon Music Tempo inteiro R$104.000 - R$208.000 por ano

    DescriptionAmazon Music is an immersive audio entertainment service that connects fans, artists, and creators through music, podcasts, and culture. Amazon Music brings fans closer to what they love, with curated and personalized playlists, artist livestreams, artist merch, and Amazon Exclusive podcasts. Prime members get access to over 100 million songs in...

  • Program Manager

    1 semana atrás

    São Paulo, Brasil ClickBus Tempo inteiro

    **O que nos move diariamente?** **Viabilizamos momentos únicos e transformadores viajando de Bus.** E sabe como a gente faz isso? Mais do que **construir a maior plataforma de marketplace de passagens rodoviárias**, estamos trabalhando para que as pessoas possam estar presentes onde querem e precisam e, principalmente, para viabilizar aquela viagem a...

  • CX Quality Manager

    1 semana atrás

    São Paulo, São Paulo, Brasil Wellhub Tempo inteiro R$120.000 - R$250.000 por ano

    Your wellbeing, our mission. Join a company shaping a healthier world.GET TO KNOW USAt Wellhub we're revolutionizing workplace wellness. Our platform connects employees worldwide to the best partners for fitness, mindfulness, therapy, nutrition, and sleep—all in one simple subscription. Headquartered in NYC with team members in 11 countries, we're on a...

  • CX Quality Manager

    1 semana atrás

    Brazil (São Paulo - Hybrid) Wellhub Tempo inteiro R$90.000 - R$120.000 por ano

    Your wellbeing, our mission. Join a company shaping a healthier world.GET TO KNOW USAt Wellhub we're revolutionizing workplace wellness. Our platform connects employees worldwide to the best partners for fitness, mindfulness, therapy, nutrition, and sleep—all in one simple subscription. Headquartered in NYC with team members in 11 countries, we're on a...