CX Program Manager, LatAm Delivery

CX Program Manager, LatAm Delivery Department: Community Operations Team: Strategy & Program Operations Location: Mexico City, Mexico Type: Full-Time **About the Role** The Merchant CX team owns the merchant support experience and ensures its continuous improvement by embedding innovation, and leveraging Generative AI to deliver smarter, faster, and more seamless experiences. Partnering across Ops, Product, and Global CommOps teams, the candidate will improve processes, eliminate friction, and design scalable, data-driven solutions that enhance both the merchant customer end-to-end experience and operational excellence across Spanish-speaking Latin America (SSL). **What you'll do:** Design and execute customer experience programs focused on improving key moments across the Delivery journey — for customers, merchants, and delivery partners — from insight generation to implementation and impact measurement. Identify operational gaps and process inefficiencies, working cross-functionally to drive solutions that elevate service quality, optimize performance, and reduce defects. Own and continuously refine key CX policies across all different channel modalities, ensuring consistency, fairness, and operational scalability across the region. **Basic Qualifications** - 5+ years of experience in program management, preferably in Customer Experience, Operations, Consulting, or Strategy roles. - Robust experience managing a team of analysts and specialists to deliver significant results within well defined timelines. - Proven experience managing complex, cross-functional programs with measurable impact. - Fluency in English and Spanish required; Portuguese is a plus. - Advanced analytical skills with the ability to interpret customer insights, NPS/CSAT metrics, and behavioral data to define strategies. Experienced in using dashboards, reporting tools, and customer data platforms to drive performance. - Skilled in influencing and aligning cross-functional teams. Strong ability to navigate organizational dynamics to build consensus and drive shared goals. **Preferred Qualifications** - You have experience in high-gro