Associate Program Manager - Access and Growth CX

Associate Program Manager - Access and Growth CX Department: Community Operations Team: Support Operations Location: Mexico City, Mexico Type: Full-Time **About the Role** At Uber, providing excellent customer support is a core feature of our product experience. As the Access and Growth Program Manager, you will be responsible for the successful definition and start-to-finish execution of high-impact strategic projects that seek to improve the customer experience for earners who are signing up to drive with Uber, enabling easier access to our platform and contributing to our overall business goals and to a better customer experience. This role has a heavy focus on project management, customer experience, cross-functional collaboration, and continuous process improvements through collaboration, organization, and data analysis. You will partner cross-functionally with Operations and Product teams regionally to design and implement top-in-class support solutions, while working closely with the support operation, being accountable for delivering our support services through agents and technology. **What the Selected Candidate Will Do** - Map the end-to-end journey of our earners and identify pain points and opportunities - always with the CommOps scorecard, budget, and Ops’ objectives in mind - Lead customer-facing process improvement initiatives to drive incremental supply. Align and coordinate cross-functional stakeholders to execute these initiatives. - Understand the goals and priorities of Commops KPIs - both operational and financial. Understand cost constraints and champion customer-obsessed processes that support these goals. - Provide insights from customer interactions to local stakeholders to influence and facilitate decisions **Basic Requirements** - English proficiency, and fluent in Spanish or Portuguese, depending on the hiring location - 3-6 years of experience in a similar role - The D(ecision) is with the Data - must be an analytical thinker with the ability to solve any problem in a structured way. - Excellent strategic thinking and problem-solving: Ability to create and optimize support proces