Program Leader - Merchant Customer Experience LatAm

Program Leader - Merchant Customer Experience LatAm Department: Community Operations Team: Community Operations Location: Mexico City, Mexico Type: Full-Time **What you will do:** 01. **Lead the LatAm Core Customer Experience Team through regional and global cross-functional initiatives and key stakeholders** (Ops, Product, CommOps, Analytics, and AI Enablement) to align on priorities, launch new initiatives, and ensure seamless experience delivery across channels and markets. 02. **Design, own and execute customer experience programs, their financials, and headcount** focused on improving key moments across the Delivery journey — for customers, merchants, and delivery partners — from insight generation to implementation and impact measurement. 03. **Identify and improve operational gaps and process inefficiencies**, working cross-functionally to drive solutions that elevate service quality, optimize performance, and reduce defects. 04. **Own and continuously refine key CX policies across all different channel modalities**, ensuring consistency, fairness, and operational scalability across the region. 05. **Map end-to-end customer journeys** to uncover friction points and design interventions that improve support touchpoints and overall satisfaction. 06. **Define, monitor, and communicate key CX performance indicators (KPIs)**, connecting results to business impact and improvement opportunities. 07. **Support the regional implementation of GenAI-powered CommOps solutions** that drive efficiency, improve agent performance, and deliver elevated customer and delivery partner experiences. 08. **Leverage data, voice of the customer insights, and GenAI-driven analysis** to identify pain points, prioritize initiatives, and propose scalable solutions that improve satisfaction and efficiency. 09. **Develop and deliver clear executive communications** that effectively summarize insights, project updates, and business impact for senior stakeholders. 10. **Lead strategic projects end-to-end**, from scoping and planning to rollout, tracking, and impact reporting. 11. **Continuously drive process improvement and innovation**, identif