CX Program Manager, LatAm Delivery
About the Role
The Merchant CX team owns the merchant support experience and ensures its continuous improvement by embedding innovation, and leveraging Generative AI to deliver smarter, faster, and more seamless experiences. Partnering across Ops, Product, and Global CommOps teams, the candidate will improve processes, eliminate friction, and design scalable, data-driven solutions that enhance both the merchant customer end-to-end experience and operational excellence across Spanish-speaking Latin America (SSL).
What you'll do:
Design and execute customer experience programs focused on improving key moments across the Delivery journey - for customers, merchants, and delivery partners - from insight generation to implementation and impact measurement.
Identify operational gaps and process inefficiencies, working cross-functionally to drive solutions that elevate service quality, optimize performance, and reduce defects.
Own and continuously refine key CX policies across all different channel modalities, ensuring consistency, fairness, and operational scalability across the region.
Basic Qualifications
- 5+ years of experience in program management, preferably in Customer Experience, Operations, Consulting, or Strategy roles.
- Robust experience managing a team of analysts and specialists to deliver significant results within well defined timelines.
- Proven experience managing complex, cross-functional programs with measurable impact.
- Fluency in English and Spanish required; Portuguese is a plus.
- Advanced analytical skills with the ability to interpret customer insights, NPS/CSAT metrics, and behavioral data to define strategies. Experienced in using dashboards, reporting tools, and customer data platforms to drive performance.
- Skilled in influencing and aligning cross-functional teams. Strong ability to navigate organizational dynamics to build consensus and drive shared goals.
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Preferred Qualifications
- You have experience in high-growth tech or startup environments, ideally in customer experience, support, delivery, or marketplace operations.
- You hold a Project or Program Management certification (e.g., PMP, Agile).
- You hold an MBA or Master's degree.
- SQL & Data Literacy: Working knowledge of SQL and data analysis tools to independently query, analyze, and visualize customer data.
Uber's mission is to reimagine the way the world moves for the better. Here, bold ideas create real-world impact, challenges drive growth, and speed fuelds progress. What moves us, moves the world - let's move it forward, together.
Offices continue to be central to collaboration and Uber's cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role.
*Accommodations may be available based on religious and/or medical conditions, or as required by applicable law. To request an accommodation, please reach out to accommodations@uber.com.
Perks and Benefits
Health and Wellness
- Health Insurance
- Health Reimbursement Account
- Dental Insurance
- Vision Insurance
- Life Insurance
- FSA With Employer Contribution
- Fitness Subsidies
- On-Site Gym
- Mental Health Benefits
Parental Benefits
- Fertility Benefits
Work Flexibility
- Flexible Work Hours
- Remote Work Opportunities
- Hybrid Work Opportunities
Office Life and Perks
- Casual Dress
- Pet-friendly Office
- Snacks
- Some Meals Provided
- On-Site Cafeteria
Vacation and Time Off
- Paid Vacation
- Unlimited Paid Time Off
- Paid Holidays
- Personal/Sick Days
- Sabbatical
- Volunteer Time Off
Financial and Retirement
- 401(K)
- Company Equity
- Performance Bonus
Professional Development
- Work Visa Sponsorship
- Associate or Rotational Training Program
- Promote From Within
- Mentor Program
- Access to Online Courses
Diversity and Inclusion
- Employee Resource Groups (ERG)
- Diversity, Equity, and Inclusion Program