Project Manager, Eats Customer Experience

2 semanas atrás

Osasco, Brasil Uber Tempo inteiro

**About the Role**:

- As a Project Manager for the Eats CommOps team, you will be leading projects that improve the overall quality of Eater and Courier customer experience in the Latin America markets. You will collaborate with other members of the Eats team, to help define and implement the desired service experience and will work closely with Operations and Product teams towards shared goals. This role has a heavy focus on customer experience, cross-functional collaboration, and continuous process improvements through collaboration, organization, and data analysis.

**What You’ll Do**:

- Design & execute high-impact initiatives that define the support experience for Eats users
- Improve operational performance by using a quantitative approach for issue identification, root cause analysis, and improvement rollouts
- Build, define, lead and improve specific KPIs and support metrics
- Turn customer data information into meaningful product, support, and operational improvements
- Drive continuous efforts to improve support infrastructure and processes
- Work with counterparts in other regional and global roles in pursuit of these initiatives
- Develop and maintain customer facing content to ensure that the voice, tone, and brand of support is consistent and effective
- Minimum 6 years of project/ program management experience
- Experience building efficient processes that scale across a large organization
- Experience leading cross-functional projects by using insights based on data
- Shown success in uncovering data to guide customer driven decisions
- Self-motivated with a strong affinity for strategic problem solving and driving action
- Persuasive written and verbal communication skills across diverse functions and teams
- Ability to balance important priorities
- Experience with process optimization, program management, customer support strategy or quality assurance strong project ownership
- Experience with customer experience strategy or customer service environment

**Bonus Points**:

- High-growth operations or startup experience
- Familiarity with support/customer operations
- SQL knowledge
- Six Sigma, Organizational Change, and/or Project Management certifications

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