Senior Program Manager - Customer Experience

Senior Program Manager - Customer Experience Department: Community Operations Team: Strategy & Program Operations Location: Sao Paulo, Brazil Type: Full-Time **About the Role** At Uber, providing world-class customer support to our users is a core feature of our product experience. Delivering this caliber of support isn’t easy - it takes strong operators who can understand Uber’s complexity, adapt to our constantly evolving business, and help solve problems where no solution currently exists. As a Senior Program Manager you will be part of the Mobility CX team and responsible to design, develop and manage strategic Programs related to key experiences to our Customers. This involves developing the strategy, project roadmap and managing the budget. They will be partnershiping with cross functional teams such as Tech, Operations and Strategy & Plan to ensure we are improving our customer journey and eliminating cringeworthy experiences across all user segments. You should have a strategic mindset, strong data-driven approach, good time-management and stakeholder management, a creative and problem solving attitude, and the ability to clearly communicate and present information. **What You’ll Do** 1. Create and lead the Program Strategy within the Mobility business - always with the CommOps scorecard, budget, and Ops’ objectives in mind. 2. Manage Global Tech roadmap projects ensuring the stakeholders in CommOps and Operations teams are aligned and engaged with the initiatives. 3. Partnership with Strategy & Plan teams to ensure our roadmap is properly incorporated on our Financial forecast and budgets reviews. 4. Develop presentations to communicate strategic plans and visions, report on weekly/monthly/quarterly results and opportunities. 5. Identify operational weaknesses and help improve or innovate new processes. Develop frameworks to support the company with new markets and products. 6. Lead customer-facing process improvement initiatives. Align and coordinate cross-functional stakeholders to ensure the projects are implemented. Understands and applies different strategies across user segments to ensure Premium user