CX Operational Excellence - Senior Program Manager

**About the Role** The CommOps CX Program - Operational Excellence Lead will will be responsible for: Finding **efficiency and experience opportunities** at our Customer Support Vendors (BPOs) in both languages, SSL and PSL, ensuring alignment with both: the LATAM region strategy and priorities, and with the Global team's projects that could impact the BPOS, like all agent tooling implementations. Ensuring **best practices across BPOs** are taking place, comparing same processes across different vendors and implementing improvements on TPH and Customer Satisfaction. **Optimization of our expenditure** while identifying agent and customer pain points and creating new processes, or improving existing ones Close follow up on every BPO monthly invoices to find opportunities and process standardization. This role will be part of the CX MOB leadership team, working closely with the Vendor Management team members, CommOps Strategy and Planning, Finance, CX MOB leads, WFM, GDX (Agent) team and BPOs, to guarantee that we succeed in the design and implementation of the strategic priorities for the improvement of the experience and efficiencies. The impact this role has should be reflected is in the Support Cost at BPOs , customer experience and agent satisfaction. ### **What the Candidate Will Need** - **Process Improvement Expertise:**Strong knowledge of process improvement methodologies (e.g., Lean, Six Sigma, Kaizen). Experience with tools for process mapping, root cause analysis, and workflow optimization. Proven track record of driving cost efficiencies and improving service quality. - **Analytical Skills:**Proficiency in analyzing data to identify inefficiencies, trends, and opportunities for improvement. Familiarity with tools like SQL, Tableau for data analysis and visualization. - **Vendor Management:**Experience working with third-party customer support vendors, including contract negotiation, SLA monitoring, and performance management. Understanding of vendor operational processes and how to align them with company objectives. - **Project Management:**Knowledge of project management frameworks (e.g., Agile, PMP) to drive initiatives from ideation to execution. Ability to set timelines, track progress, and manage multiple projects simultaneously. - **Customer Experience (CX) Acumen:**Deep understanding of customer service principles and how to measure CX through metrics like CSAT, NPS, and FCR (First Contact Resolution). Experience designing or implementing initiatives to enhance customer satisfaction. - **Financial Acumen:**Ability to analyze financial data, calculate ROI, and make cost-benefit recommendations. Familiarity with budgeting and forecasting to ensure cost efficiencies align with financial goals. - **Problem-Solving Mindset:**Creative and resourceful approach to solving complex problems. Ability to anticipate challenges and proactively develop solutions. - **Communication Skills:**Clear and effective communicator across all levels of the organization. Strong presentation skills to share insights and recommendations with stakeholders. - **Collaboration and Stakeholder Management:**Ability to work across teams (internal and external) and influence without direct authority. Skilled in building strong relationships with vendors and internal stakeholders. - **Adaptability:**Thrives in fast-paced, dynamic environments and can pivot strategies when needed. Open to feedback and quick to learn from failures. - **Strategic Thinking:**Big-picture mindset to align process improvements with organizational goals. Ability to balance short-term efficiencies with long-term CX improvements. - **Leadership and Influence:**Capability to inspire and motivate cross-functional teams and vendors to adopt new processes. Strong negotiation skills to align diverse interests and drive consensus. Extraordinary Stakeholder Management in a matrix environment ### **Preferred Qualifications** - Experience at BPO operations and efficiencies identification.  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).