About the Role
As the Regional Technical Channel and UX Help Center Program Manager, you will be at the forefront of delivering exceptional technical solutions that drive customer satisfaction and enhance the user experience across LatAm. This role serves as the keystone for channel and UX Help Center operations, ensuring that all technical aspects meet rigorous standards of quality and compliance.
This position plays a pivotal role in ensuring the efficient operation of technical supply, design, and solutions within the regional scope.
What You'll Do
- Develop and maintain a robust program for technical solutions, ensuring that resources are effectively deployed
- Identify and implement improvements to enhance the efficiency and effectiveness of Technical Channels and Help Center Management
- Coordinate with Mobility and Delivery teams to deliver necessary tools and resources for successful solution deployment
- Set and enforce high-quality standards for technical aspects of customer channels and UX Help Center
- Enable and facilitate implementation of GenAI for LATAM adoption
- Ensure compliance with all relevant regulations and industry best practices
- Monitor and evaluate technical performance, identifying areas for improvement and implementing corrective actions as needed
- Collaborate with multi-functional teams to ensure the delivery of effective and efficient technical solutions
- Act as a regional technical guide, providing guidance and support to resolve technical issues with the Channel & Help Center configuration
- Build strong relationships with Global and Regional partners, including engineering teams, UX designers, and Customer Experience managers.
- Collaborate with team members to align technical solutions with business objectives and customer needs.
- Maintain comprehensive documentation of technical processes, improvements, and changes.
- Provide regular reports on the technical performance and status of channel and UX Help Center operations to leadership and customers.
- Regional and global stakeholder management.
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Basic Qualifications
- Immediate availability to work in Costa Rica
- English proficiency: Minimum B2
- 3 years of experience working with Contact Centers and channel implementation like IVR; Chat; Help Center.
- 3 years of experience in technical project and program management, with a focus on customer channels and user experience.
- Strong knowledge of technical solutions, UX design, Gen AI, and channel management.
- Excellent problem-solving and analytical skills.
- Great communication and interpersonal skills.
- Ability to work independently and multi-functionally in a team.
- Solid project management skills
- Good interpersonal skills
- Positive attitude and resilience
- Obsession for delivering great customer experience
- Strong problem-solving, analytical, and critical thinking skills
- Strong partner management skills and ability to handle pushbacks
- Advanced Excel/data management skills
Preferred Qualifications
- Bachelor's degree in a related field (e.g., Computer Science, Information Technology, Business).
- MBA in business (or equivalent)
- Experience working on customer support programs
- Strong operational background and a track record of making data-driven decisions
- Familiarity with emerging channel technologies, especially as they relate to customer service
- SQL proficiency
We welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently. If you have the curiosity, passion, and collaborative spirit, work with us, and let's move the world 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.