Program Lead - Customer Experience

Program Lead - Customer Experience Department: Community Operations Team: Community Operations Location: Sao Paulo, Brazil Type: Full-Time **What You’ll Do** 01. Create and lead the Program Strategy within the Mobility business - always with the CommOps scorecard, budget, and Ops’ objectives in mind. 02. Lead and develop the Rider team, setting clear priorities, standards, and ways of working. 03. Manage Global Tech roadmap projects ensuring the stakeholders in CommOps and Operations teams are aligned and engaged with the initiatives. 04. Partnership with Strategy & Plan teams to ensure our roadmap is properly incorporated on our Financial forecast and budgets reviews. 05. Develop presentations to communicate strategic plans and visions, report on weekly/monthly/quarterly results and opportunities. 06. Identify operational weaknesses and help improve or innovate new processes. 07. Enable the team to lead customer-facing process improvement initiatives. Ensure they align and coordinate cross-functional stakeholders to ensure the projects are implemented. 08. Understand the goals and priorities of Commops KPIs - both operational and financial. 09. Understand cost constraints and champion customer obsessed processes that support these goals. 10. Deep-dive into complex issues to identify root causes and potential solutions **What You’ll Need** 01. The D(ecision) is with the Data - must be an analytical thinker with the ability to solve any problem in a structured way. 02. Excellent strategic thinking and problem solving: Ability to create and optimize products and processes. 03. Proven leadership experience managing direct teams. 04. Project and/or program management experience: Experience managing multiple moving parts with resource constraints, driving execution, and succinctly communicate complex topics; 05. Experience leading end-to-end cost-efficiency initiatives, financial projects or process improvements with direct impact in the P&L; 06. Excellent stakeholder management skills: Experience in encouraging results in areas that aren't in your immediate responsibility. 07. Excellent communication sk