Tech Transformation Program Manager - Eater CX

Tech Transformation Program Manager - Eater CX Department: Community Operations Team: Community Operations Location: Mexico City, Mexico Type: Full-Time ### **About the Role** At Uber, we ignite opportunity by setting the world in motion — and in **Latin America**, Delivery is one of our fastest-growing and most dynamic businesses. As the region continues to expand and evolve in an increasingly competitive landscape, **scalability, efficiency, and world-class customer experience** are key to sustaining growth. We’re looking for a **Customer Experience (CX) Program Lead** to join our **LatAm Delivery** team, leading strategic programs that elevate the end-to-end experience across our **three-sided marketplace** — balancing the unique needs of **consumers**, **delivery partners, merchants**. This role will focus primarily on the **consumer (Eater) piece of the marketplace**, driving initiatives that optimize support operations, strengthen partner enablement, and enhance overall satisfaction across the region. You’ll help shape the future of support in the region by driving **continuous improvement, embedding innovation, and leveraging Generative AI** to deliver **smarter, faster, and more seamless experiences**. Partnering across **Ops, Product, and Global CommOps teams**, you’ll improve processes, eliminate friction, and design **scalable, data-driven solutions** that enhance both the global **Consumer customer experience** and **operational excellence** in **the region.** ### **What You’ll Do** 01. **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. 02. **Identify operational gaps and process inefficiencies**, working cross-functionally to drive solutions that elevate service quality, optimize performance, and reduce defects. 03. **Own and continuously refine key CX policies**, ensuring consistency, fairness, and operational scalability across the region. 04. **Map end-to-end customer journeys** to uncover friction points and design in