CX Program Manager, LatAm Delivery

Uber; Ciudad de México; Presencial; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A leading technology platform located in Mexico City is seeking a seasoned professional to enhance customer experience in their Merchant CX team. The role involves designing programs to improve service quality across the delivery journey and managing cross-functional teams to resolve operational inefficiencies. Ideal candidates will have over 5 years of program management experience, be fluent in English and Spanish, and possess strong analytical skills to influence decisions. This position blends operational excellence with a commitment to innovation in a dynamic environment.

Formación

• 5+ years in program management, preferably in Customer Experience or Operations.
• Experience managing a team and complex programs with measurable impact.
• Fluency in English and Spanish required.

Responsabilidades

• Design and execute customer experience programs across the Delivery journey.
• Identify operational gaps and drive cross-functional solutions.
• Own and refine CX policies ensuring consistency and scalability.

Conocimientos

Program management

Customer experience

Analytical skills

Cross-functional alignment

Bilingual (English and Spanish)

Educación

MBA or Master’s degree

Project or Program Management certification

Herramientas

SQL

Data analysis tools

Descripción del empleo

About the Role

The Merchant CX team owns the merchant support experience and ensures its continuous improvement by embedding innovation, and leveraging Generative AI to deliver smarter, faster, and more seamless experiences. Partnering across Ops, Product, and Global CommOps teams, the candidate will improve processes, eliminate friction, and design scalable, data-driven solutions that enhance both the merchant customer end-to-end experience and operational excellence across Spanish-speaking Latin America (SSL).

What you'll do:

Design and execute customer experience programs focused on improving key moments across the Delivery journey — for customers, merchants, and delivery partners — from insight generation to implementation and impact measurement.

Identify operational gaps and process inefficiencies, working cross-functionally to drive solutions that elevate service quality, optimize performance, and reduce defects.

Own and continuously refine key CX policies across all different channel modalities, ensuring consistency, fairness, and operational scalability across the region.

Basic Qualifications

• 5+ years of experience in program management, preferably in Customer Experience, Operations, Consulting, or Strategy roles.
• Robust experience managing a team of analysts and specialists to deliver significant results within well defined timelines.
• Proven experience managing complex, cross-functional programs with measurable impact.
• Fluency in English and Spanish required; Portuguese is a plus.
• Advanced analytical skills with the ability to interpret customer insights, NPS/CSAT metrics, and behavioral data to define strategies. Experienced in using dashboards, reporting tools, and customer data platforms to drive performance.
• Skilled in influencing and aligning cross-functional teams. Strong ability to navigate organizational dynamics to build consensus and drive shared goals.

Preferred Qualifications

• You have experience in high-growth tech or startup environments, ideally in customer experience, support, delivery, or marketplace operations.
• You hold a Project or Program Management certification (e.g., PMP, Agile).
• You hold an MBA or Master’s degree.
• SQL & Data Literacy: Working knowledge of SQL and data analysis tools to independently query, analyze, and visualize customer data.

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 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].