Program Manager, Defect Reduction

About the Role

As the Program Manager for Mobility LatAm Defect Reduction, you will set the strategic vision and operational rhythm for reducing customer defects across the region. This position is about architecting the solution: you will define what to solve, why it matters, and how we resource it.

You will lead a robust Program involving stakeholders across many different teams, and many assigned champions with Defect Rate as part of their OKRs (from Specialists to Leads), guiding them to turn complex data into executive-level insights. You will serve as the primary bridge between CommOps, Operations and Product leadership, responsible for negotiating trade-offs, managing cross-functional risks, and driving a long-term roadmap that fundamentally improves Rider and Driver experience in the platform.

What the Selected Candidate Will Do

• Build and execute the strategic vision for defect reduction across the LatAm Mobility landscape, aligning team purpose with Uber's broader mission.
• Navigate complex interpersonal dynamics by influencing VP/Director level stakeholders without relying on formal authority to unblock dependencies.
• Scale efficient processes across a matrixed organization, moving from high-level idea inception to full productionization and operations.
• Unblock technical and operational hurdles by exercising sound judgment on trade-offs between short-term needs and long-term architectural stability.
• Lead with empathy and clarity, coaching a diverse team of champions and specialists to hit ambitious OKRs even when pressure is high.
• Identify and reconcile gaps in regional strategy, using data to anticipate problems a year out and addressing them before they impact the business.
• Own the end-to-end impact of your program, taking responsibility for both the wins and the setbacks in an ever-evolving market.

Basic Requirements

• English proficiency
• 5-8+ years of experience in strategy, program management, or operations
• Strong track record in customer experience strategy or customer service environment
• Strategic leadership. Proven ability to set a vision and lead a team to execute against it.
• Executive presence. Experience influencing high level stakeholders and navigating matrix organizations without relying solely on authority.
• Advanced analytical mastery. Deeply familiar with KPI selection (growth & financial) and the interdependencies between metrics
• Risk & Change Management. Demonstrated ability to prioritize challenges, map dependencies, and adjust strategies dynamically as business situations change.
• Advanced proficiency in Excel/Google Sheets
• Ability to move and pivot quickly and thrive under pressure in a fast-paced, unstructured environment
• Strong problem-solving and business judgment
• Strong analytical and critical thinking skills, with the ability to use data to develop strategies and make decisions quickly
• Strong communication and presentation skills, including experience presenting data & insights to senior audiences
• Experience building deep, trust-based relationships with teams and cross-functional partners
• Experience building efficient processes that scale across a large organization

Preferred Qualifications

• Sector Background: Experience in Management Consulting, Big Tech, or high-growth startup environments
• SQL proficiency

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.

Client-provided location(s): São Paulo, Brazil, Mexico City, Mexico

Job ID: Uber-154170

Employment Type: FULL_TIME

Posted: 2026-01-29T19:55:32