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X-platform Program Manager, Latam

2 semanas atrás

Osasco, Brasil Uber Tempo inteiro

**About the Role**:
Community Operations is groundbreaking how Uber handles cross-platform customer support around the globe We are looking for a Program Manager to lead our cross-platform Customer Experience team, focusing on earners experience. As a Program Manager, you´ll be responsible for the successful definition and start to finish execution of high-impact strategic projects that seek to improve the Earner customer experience and drive operational efficiencies across the mega region. These projects will enable access to our platform for more users and contribute to our overall business goals, while also impacting customer experience metrics.

As a member of the CX Team, you will influence company-wide decisions related to our overall Earner access & engagement strategy through data analysis and insight generation. As part of the cross-platform scope of this role, you´ll be responsible for working with cross-functional teams to tackle some of the most sophisticated and business-critical account, access, and enablement issues in a well-rounded way that both eliminates defects and provides best in class support experience for our earners

This role has a heavy focus on program management, customer experience, cross-functional teamwork and continuous process improvements through teamwork, organization, and data analysis.

***:
**What You'll Do**:

- Craft and implement Earner access and engagement related Customer Experience portfolio initiatives from beginning to end and support business-critical Product and Operations launches. This includes insight generation, strategy ideation, project implementation, monitoring, and communication of impact and results.
- Lead the day-to-day effectiveness and efficiency of our support operations for Earner access and engagement, assessing root-causes and coordinating action plans with key partners to accurate performance variations and identify optimization opportunities as needed.
- Scope, plan and prioritize strategic initiatives and projects derived from business needs and ensure the accurate allocation of resources for execution
- Liaise with regional and global stakeholders to generate alignment on initiatives and ensure they are connected to the larger business goals.
- Define and implement sophisticated prioritization frameworks that are aligned with high-level business strategy and will position the team for success in achieving bold business goals.
- Own data analysis and visualization, and communicate the project outcomes/impact to senior leadership to provide transparency on KPI evolution and aid strategic decisions for CX improvements in support experience for earners

***:
**What You'll Need**:

- A Bachelor's Degree
- Minimum 5 years of program management experience
- Outstanding organizational skills that allow you to effectively prioritize, properly scope and complete projects, and deliver high-impact quality results in a fast paced environment.
- A highly analytical approach - ability to work at ease with large data sets and analytical findings to incorporate them holistically into business decisions.
- Excellent written and verbal communication skills including the ability to monitor, measure, and share project results/impact in an effective manner to a senior audience.
- Experience leading multiple cross-functional projects and a large, complex web of team members, powered by analytical insights.
- Strong negotiation skills and experience in influencing decisions that aren´t in your immediate responsibility.
- A powerful history of using data to drive quantifiable change, continuous improvement initiatives, and cross-functional decision making.
- Extremely independent, self-starting, and comfortable working with remote teams across different geographies and time zones.
- Fluent in English and Spanish or Portuguese**.**:

- SQL knowledge