Head of Retail Customer Support Operations - LATAM

Uber; Ciudad de México; Presencial; MXN 1,641,000 - 2,189,000; Jornada completa

Descripción de la vacante

A leading transportation network company is looking for a GL Latam Head in Mexico City. This role involves managing all Greenlight facilities across Latin America, setting market strategies for exceptional customer experiences, and guiding GL Managers to achieve operational goals. Ideal candidates should have over 8 years of people management experience, be fluent in Spanish and English, and have skills in navigating organizational dynamics across diverse cultures. A strong understanding of data-driven decisions and operational efficiencies is a must.

Formación

• 8+ years of experience in people management, inside Retail, Service or Customer Support operations.
• Experience in guiding teams through growth, change, and cultural transformation.
• Strong skills in influencing and aligning cross-functional teams.

Responsabilidades

• Manage all Greenlight facilities across Latin America.
• Set a strategy for the market to ensure customer experience.
• Support the Operations team to continue to grow the business.

Conocimientos

People management

Stakeholder management

Data-driven decision making

Team management in fast-paced environment

Fluency in Spanish

Fluency in English

Cultural sensitivity

Descripción del empleo

About the Role

The GL Latam Head will manage all Greenlight facilities across Latin America. Having the GL Managers and their teams under his responsibility, managing from operational metrics to financial results. Engaging with local teams, CommOps peers and making sure that all possible efficiencies are in place.

What You’ll do

During their first 6 months, the successful candidate will set a strategy for the market will ensure a fantastic customer experience in each of your sites. Ensure that their team of GL Managers are meeting their operational, leadership and project goals, leveraging their unique skills to the fullest, and support the Operations team to continue to grow the business in each of your cities.

One particular challenge will be refining a org and the GL footprint that will support team and business changes for the next year.

Basic Qualifications

• 8+ years of experience in people management, inside Retail, Service or Customer Support operations.
• Team management in a fast-paced environment (manufacturing, sales), with a strong ability to guide teams through growth, change, and cultural transformation.
• Stakeholder Management: Highly skilled in influencing and aligning cross-functional teams, including those outside direct reporting lines. Strong ability to navigate organizational dynamics to build consensus and drive shared goals.
• Experience driving operational efficiencies that lead to continuous optimization (team reduction, improving processes, closing facilities).
• Experience making data-driven decisions: Advanced analytical skills with the ability to interpret customer insights, NPS/CSAT metrics, and behavioral data to define strategies.
• Fluency in Spanish and English, with the ability to engage in strategic business discussions in both languages.
• International Team Management: Experience working in or leading teams across different cultures, time zones, and business contexts. Sensitivity to cultural nuances and the ability to adapt communication and leadership style accordingly.

Preferred Qualifications

• Global or Cross-Cultural Team Management: Experience working in or leading teams across different cultures, time zones, and business contexts. Sensitivity to cultural nuances and the ability to adapt communication and leadership style accordingly.
• Agile Program Management:Solid understanding of Agile principles and experience working within Agile or hybrid environments. Comfortable collaborating with Product and Engineering teams using frameworks like Scrum or SAFe.
• Proficiency in Portuguese is considered a strong advantage.

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].