Program Manager, Defect Reduction

Program Manager, Defect Reduction Department: Community Operations Team: Strategy & Program Operations Location: Mexico City, Mexico Type: Full-Time **About the Role** As the Program Manager for Mobility LatAm Defect Reduction, you will set the strategic vision and operational rhythm for reducing customer defects across the region. This position is about architecting the solution: you will define _what_ to solve, _why_ it matters, and _how_ we resource it. You will lead a robust Program involving stakeholders across many different teams, and many assigned champions with Defect Rate as part of their OKRs (from Specialists to Leads), guiding them to turn complex data into executive-level insights. You will serve as the primary bridge between CommOps, Operations and Product leadership, responsible for negotiating trade-offs, managing cross-functional risks, and driving a long-term roadmap that fundamentally improves Rider and Driver experience in the platform. **What the Selected Candidate Will Do** - Build and execute the strategic vision for defect reduction across the LatAm Mobility landscape, aligning team purpose with Uber’s broader mission. - Navigate complex interpersonal dynamics by influencing VP/Director level stakeholders without relying on formal authority to unblock dependencies. - Scale efficient processes across a matrixed organization, moving from high-level idea inception to full productionization and operations. - Unblock technical and operational hurdles by exercising sound judgment on trade-offs between short-term needs and long-term architectural stability. - Lead with empathy and clarity, coaching a diverse team of champions and specialists to hit ambitious OKRs even when pressure is high. - Identify and reconcile gaps in regional strategy, using data to anticipate problems a year out and addressing them before they impact the business. - Own the end-to-end impact of your program, taking responsibility for both the wins and the setbacks in an ever-evolving market. **Basic Requirements** - English proficiency - 5-8+ years of experience in strategy, program management, or operations