Senior Program Manager - Cx Cash & Payment Methods

Uber; São Paulo; Presencial; BRL 371.000 - 478.000; Tempo integral

Resumo da oferta

A leading mobility company is seeking a Mobility Rider Experience Manager in São Paulo, Brazil. The role focuses on optimizing customer support processes, enhancing the customer journey, and being an advocate for the customers. The ideal candidate will possess strong analytical skills, excellent stakeholder management, and a track record of leading projects. Fluency in English is essential, with additional languages as a plus. The position requires collaboration within an office environment, ensuring a strong company culture.

Qualificações

• 6+ years of experience required in relevant fields.
• 100% Fluent in English required, fluent in Spanish or Portuguese preferred.
• Experience in project management and cash/payment method projects.

Responsabilidades

• Map the end to end journey of customers and identify pain points.
• Lead customer-facing process improvement initiatives.
• Provide insights from customer interactions to local stakeholders.

Conhecimentos

Analytical thinking

Stakeholder management

Problem solving

Process optimization

Excellent communication

Ferramentas

SQL

Descrição da oferta de emprego

About the Role

The Mobility Rider Experience Manager is the guardian of the customer will be obsessed with knowing every detail around the E2E customer journey for specific issue types. He or she will ensure every aspect of our customer support processes are designed with our customers, and our budget, in mind - creating strategies for refunds and appeasements, defect reduction and experiential improvements etc. He or she will take a data driven approach to optimise our spend while identifying customer pain points and creating new processes, or improving existing processes.

We are looking for a fierce customer advocate who is extremely data-driven, a great problem solver, an excellent relationship builder, project manager, and process optimizer. If generating insights using data is not your forte, this role probably isn’t for you.

What you'll do:

1. Map the end to end journey of our customers and identify pain points and opportunities - always with the CommOps scorecard, budget, and Ops’ objectives in mind
2. Lead customer-facing process improvement initiatives. Align and coordinate stakeholders in CommOps and Operations teams to execute these initiatives.
3. Understand the goals and priorities of Commops KPIs - both operational and financial. Understand cost constraints and champion customer obsessed processes that support these goals.
4. Provide insights from customer interactions to local stakeholders to influence and facilitate decisions

Basic Qualifications

1. The D(ecision) is with the Data - must be an analytical thinker with the ability to solve any problem in a structured way.
2. Previous experience leading cash or payment methods projects
3. Excellent strategic thinking and problem solving: Ability to create and optimize support processes in a practical manner
4. Project and/or program management experience: Experience managing multiple moving parts with resource constraints
5. 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 stakeholders
6. Excellent communication skills: Ability to create and present decks and develop written communication pieces to engage stakeholders
7. Excellent execution and high standards: You are someone who finishes what they start and keeps iterating until a process works flawlessly almost every time
8. 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
9. 100% Fluent in English required, fluent in Spanish or Portuguese depending on hiring location
10. 6+ years experience required

Preferred Qualifications

1. High-growth operations or startup experience
2. SQL
3. Six Sigma, Change Management, and/or Project Management certifications

Uber's mission is to reimagine the way the world moves for the better. Here, bold ideas create real-world impact, challenges drive growth, and speed fuelds progress. What moves us, moves the world - let’s move it forward, together.

Offices continue to be central to collaboration and Uber's cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role.

*Accommodations may be available based on religious and/or medical conditions, or as required by applicable law. To request an accommodation, please reach out to [e-mail].