Program Leader - Uber Shuttle Customer Experience Operations

About the Role

As the LATAM Uber Shuttle Customer Experience Operations Program Leader, you will be a pivotal force within the Global Programs and Initiatives organization within CommOps, spearheading our customer operations strategy and execution across the region. Your mission will be to build and optimize high-quality, dependable customer success channels for both our B2B and B2C users, as well as our fleet partners. You will also drive proactive outbound initiatives, ensuring operational excellence, including route fulfillment.

What you'll do:

1. Proactively identify and resolve operational bottlenecks to enhance efficiency and elevate customer satisfaction across all LATAM support operations.
2. Collaborate closely with Operations and Tech teams to refine product-market fit and then scale both: a) Uber's B2B shared rides products tailored for shift-based businesses (e.g., call centers, consulting firms), and b) Uber's B2C Shuttle products.
3. Conduct rigorous analysis and deliver consistent, actionable insights to the support strategy team, driving improvements in key product features, bug resolution, and operational process optimization.
4. Develop and deliver compelling executive-level communications and presentations for Uber's regional business and field operations leadership teams.
5. Contribute significantly to shaping Uber's LATAM customer success strategy and future support roadmap.
6. Cultivate a deep understanding of the customer journey by integrating both quantitative and qualitative data to inform strategic decisions.
7. Collaborate effectively within the team and across other functional teams globally to synthesise diverse perspectives, clearly define problem statements, formulate strategies, and develop high-impact solutions.
8. Drive alignment with global functional teams to implement timely short-term solutions while simultaneously developing and communicating the long-term, evolving strategy.

1. Minimum 8-10 years of progressive experience in customer support leadership, consulting, corporate strategy, or related fields.
2. At least 2 years of demonstrated success in people management and team leadership.
3. Proven experience managing complex, cross-functional projects and diverse stakeholders in a dynamic launch environment, leveraging data-driven insights.
4. Demonstrated ability to uncover data-driven insights to inform customer-centric decisions and drive impactful outcomes.
5. Exceptional program management skills, including superior organisational, time management, and prioritisation abilities.
6. Advanced proficiency in Excel and data management techniques.
7. Outstanding written, verbal, and visual communication skills with a proven track record of influencing and building consensus across various audiences and organisational levels.

1. Strong analytical acumen with the proven ability to extract meaningful and compelling insights from datasets using SQL and other relevant tools.
2. A strong understanding of the bus and shuttle industry. Bonus points for direct experience in fixed-route transportation support programs.