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About The Role

The Customer Experience Project Manager is the guardian of the customer experience and will be obsessed with knowing every detail around the E2E customer journey when it comes to Invoicing in Mexico, along with other critical topics. The candidate will have a deep understanding of the goals of the business locally and seeks to be a key ally to the Ops teams and territory leadership while constantly advocating for our customers.

The Customer Experience Project Manager will ensure every aspect of our customer support processes are designed with our customers, and our budget, in mind - creating strategies for channels, refunds and appeasements, defect reduction etc.

The candidate will take a data driven approach to identify local customer struggles and collaborate with the local Operations teams and regional CommOps teams to create new processes, or improve existing processes that detract from the customer experience! Through your deep knowledge of the local markets and insights this person will be an advocate for regional initiatives (ex. Mexico invoicing) that have high local impact, aligned to our scorecard metrics, budget, and local Ops' needs.

We are looking for a fierce customer advocate who is very data-driven, a great problem solver, a positive relationship builder, project manager, and process optimizer!

What You'll Do

• Map every piece of the customer journey and identify difficulties and opportunities - always with the CommOps scorecard, budget, and Ops' objectives in mind
• Lead customer-facing process improvement initiatives. Align and coordinate collaborators in CommOps and Operations teams to implement these initiatives.
• Champion customer support regional initiatives with high local impact
• Understand the goals and priorities of Ops partners along with Commops KPIs and budget constraints and champion customer obsessed processes that support these goals.
• Provide insights from customer interactions to local collaborators to influence and facilitate decisions
• Provide local insights to the broader CommOps organization to influence regional programs definitions
  
  

What You'll Need

• The D(ecision) is with the Data - must be an analytical person with the ability to solve any problem in a structured way.
• Excellent critical thinking and problem solving: Ability to create and optimize support processes in a practical manner
• Project and/or program management experience: Experience leading multiple moving parts with resource constraints
• Excellent stakeholder management skills: Experience in encouraging results in areas that aren't in your immediate responsibility. Keen understanding of the goals & priorities of your partners
• Strong presentation skills: Ability to build and present decks and develop written communication pieces to engage customers
• Excellent execution and high standards: You are someone who finishes what they start and keeps iterating until a process works detailed almost every time
• Customer obsession: You have a genuine passion for our drivers and riders and want to be a force for positive change in their touchpoints with Uber
• Proficient in English and Spanish
  
  

Bonus Points

• High-growth operations or startup experience
• SQL
• Six Sigma, Change Management, and/or Project Management certifications
• Knowledge of Mexico's Invoicing Environment