About the role: at uber, providing excellent customer support to our users is a core feature of our product experience. We need to continuously improve the level of customer service while scaling to meet the needs of a new and rapidly growing community operations we see ourselves as the customer guardians, by enabling seamless experiences across uber support, working on global - Local, effective and scalable solutions, to drive balanced growth and will help develop and implement the strategy for the customer service organization, find opportunities to improve our operations and help our organization to work efficiently and effectively to provide a great customer experience. You will take strategic projects from conceptualization to implementation, working closely with the other internal members of the customer experience team as well as other of our key partner groups (ops, product, analytics & insights, strategy & planning, among others) to define and implement the desired customer experience in latam!The role is for a leader who is hardworking at leading programs, working cross-Functionally to strategize, plan, implement, supervise and report progress on key initiatives, to continuously drive evolution of our customer service youll do:- Identify and unlock customer support opportunities with measurable impact to company objectives- Articulate vision and areas of strategic focus (aligned to business priorities) and translates this into actionable projects/programs- Plans and prioritize across multiple initiatives to ensure sufficient resourcing for targeted timelines- Effectively handle and execute highly transparent, high risk, broad-Scale programs, requiring extensive cross-Functional coordination- Engage senior leadership through planning, progress reports, and presentationsWhat youll need:- Minimum 5 years of program management experience- Self-Motivated with a strong affinity for vision setting, strategic problem solving, and driving results- Persuasive written and verbal communication skills across diverse functions and teams- Experience managing cross-Functional projects and partners, powered by analytical insights- A successful history of using data to drive quantifiable change, continuous improvement initiatives, and cross-Functional decision making- Experience in encouraging results in areas that arent in your immediate reporting structure- Previous people management experience- Proficient in english and spanish/portugueseBonus points:- High-Growth operations or startup experience- Familiarity with support/customer operations- Experience leading remote or international teams- Sql knowledge- Six sigma, change management, and/or project management certifications.
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