CX Program Management Lead

**About the Role** The Community Operations (CommOps) team at Uber is responsible for building the customer support strategy and network. The team is focused on developing a world-class support organization that scales effectively, is reliable and consistent, and provides unmatched service to our Uber community. The CommOps CX Regional Program Management Lead will act as the liaison between the LatAm Community Operations team and the Local Business teams for the Mobility business. In this role you will be responsible to align strategic priorities and address key opportunities and challenges at a sub-regional level. This role guarantees that local business priorities are considered within the LatAm CommOps roadmaps and that LatAm CommOps priorities are aligned with Local Operations plans and project portfolio. You will also be responsible for leading a team that manages CommOps performance at a sub-regional level, including both financial and experience metrics, and monitor all launches from the Local Operations team. This role is the CommOps Point of Contact for LatAm General Managers and his/her leadership team and is encouraged to be part of the extended Leadership Team for the sub-regions. You will work closely with LatAm Mobility Leadership, CommOps CX, CommOps S&P, CommOps Enablement, Strategic Finance and Field Ops teams to guarantee that we succeed in the design and implementation of the strategic priorities for the improvement of the experience of all of our users in Brazil. **What You'll Do** - Lead the alignment of strategic priorities and the financial plan targets between Local Operations and CommOps teams - Map and keep CommOps LT informed about sub-regional business needs, focus areas and project roadmap. Understand how they might impact CommOps operations and the actions CommOps need to take - Map opportunities to improve CommOps costs and experience at a sub-regional level. In coordination with cross functional teams, design and influence the implementation of solutions that will help CommOps and Ops address those opportunities - Actively support and collaborate with local/subregional teams by participating in key strategic forums, decisions and project execution - Be the go-to person to the Local Operations team for CommOps topics across all LatAm sub-regions - Own the Support Costs, Experience KPI’s and Contact metrics for the LatAm sub-regions - Negotiate prioritization and deadline commitments between Ops local teams and CommOps. Supervise the most impactful projects to guarantee accurate implementation - Build valuable work relationships across central, regional and local teams. Connect with all teams and make sure that they all see the other team's perspective to get to the best solution across teams with different priorities. - Ensure that there is a good flow of information between Mobility Ops teams and CommOps. Influence the leadership teams on both sides to drive the implementation of the most impactful initiatives - Collaborate closely with RGMs, CommOps LT, LatAm CommOps CX, S&P, Enablement, and Greenlight teams to develop an outstanding customer experience from both an operational and a support perspective **What You'll Need** - Immediate availability to live in São Paulo or Mexico City - Fluent in English, and Portuguese or Spanish - 7+ years of robust work experience in startups, strategy, operations, consulting or other roles with a proven record of driving business impact and influence - Positive relationship building, stakeholder management, & teamwork skills - Outstanding written and verbal communication and storytelling skills. Be a clear and concise communicator with the ability to synthesize a lot of information quickly, highlight the key takeaways, and disseminate relevant insights - Financial & business acumen: Understand the importance of costs, investments and returns and work tirelessly to improve those returns - Be an influencer to inspire change and skilled negotiator to get to the best solutions across different teams with different priorities - Data-driven decision-making ability and sound business judgment. Strategic problem solver and problem-solving - Self-starter attitude: self-serve, investigate and get the data we require will make you much more effective in this role - Strong project management skills and experience managing a project portfolio - Positive relationship building, stakeholder management and teamwork skills - Initiative to own ambiguous problems and design solutions with limited oversight **Bonus Points If** - High-growth operations experience - SQL proficiency - Experience working with remote or international teams 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](mailto:accommodations@uber.com).