Retail Customer Experience Program Manager
About the Role
As a CX Program Manager, you will be the guardian of the customer experience, obsessed with the details of the end-to-end journey. You will ensure our support processes are designed with our customers and our operational goals in mind-contributing to strategies for defect reduction and experiential improvements.
You will take a data-driven approach to identify customer pain points and lead projects to design support solutions leveraging AI, Tech, and operational improvements. We are looking for a fierce customer advocate who is a great problem solver, relationship builder, and process optimizer. To succeed in this role, you should be highly analytical and comfortable turning data into actionable insights.
What the Selected Candidate Will Do
1. Map the end-to-end journey of our customers to identify pain points and opportunities while keeping the CommOps scorecard, budget, and operational objectives in mind.
2. Lead customer-facing process improvement initiatives by leveraging AI, Tech, and operational solutions.
3. Align and coordinate stakeholders across CommOps and Operations teams to execute these improvement initiatives.
4. Understand the goals and priorities of CommOps KPIs, including both operational and financial metrics, while navigating cost constraints to champion customer-obsessed processes.
5. Autonomously analyze data to turn insights into meaningful product, support, and operational improvements.
6. Provide insights from customer interactions to local stakeholders to influence and facilitate data-backed decisions.
7. Work closely with internal Community Operations members and key partner groups like Product and Ops to build a strong customer-centric culture.
8. Act as the internal voice of the customer to continuously improve the experience by identifying and prioritizing the main pain points across the journey.
Basic Requirements
- Immediate availability to work from our offices in Chile / Mexico
- Full professional fluency in English and Spanish (or Portuguese, depending on location).
- 2+ years of experience in Project Management, Customer Experience, or Operations.
- Analytical mindset with the ability to use data to solve problems in a structured way.
- Experience managing multiple projects or workflows simultaneously under resource constraints.
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- Proven ability to build relationships and coordinate with stakeholders across different teams.
- Strong communication skills, including experience creating presentations and written updates for stakeholders.
- A track record of executing tasks with high standards and iterating on processes to improve them.
- Genuine passion for customer experience and a desire to improve user touchpoints with Uber.
Preferred Qualifications
- High-growth operations or startup experience
- SQL
- AI tooling implementation
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