CX Eater Senior Program Manager

CX Eater Senior Program Manager Department: Community Operations Team: Strategy & Program Operations Location: Mexico City, Mexico Type: Full-Time **About the Role** At Uber, providing excellent customer support to our users is a core feature of our product experience. As a CX Program Manager you will be responsible for listening to users, understanding the root causes of painful customer experiences and helping to design solutions to reduce them, aiming to build a great experience for Eaters in the Delivery Business across different modalities (i.e. Automations,In-App Support, Phone, Chat, etc.). You will have a deep understanding of the goals of the business and seek to be a key ally to the Ops teams. You will take a data driven approach to identify customer pain points and collaborate with the Operations, Product and CommOps teams to create new processes, or improve existing ones that detract from the customer experience. We are looking for a fierce customer advocate who is an excellent relationship builder, project manager, and process optimizer. **What the Candidate Will Do** - You will work closely with other internal members of the Community Operations team as well as other of our key partner groups like Operations & Product to build a strong customer-centric culture. - Be the internal voice of the customer to continuously improve the experience, by identifying main customer pain points across their journey and prioritizing main opportunities. - To design the support strategy, tickets resolution guidelines and KBs, DR and/or R&A strategy and improvements. - Autonomously looking into data and turn it into meaningful product, support, and operational improvements - Manage and lead complex cross-functional initiatives with CommOps, Ops and Product teams. - Understand the goals and priorities of the business. - Provide insights from customer interactions to stakeholders to influence and facilitate decisions - Strengthen CommOps relationships with Ops,Product and Global partners to prioritize efforts aligned with Company needs (long term view) **Basic Requirements** 1. Fluent in English and Spanish or