Senior CX Programs Lead — Eater Experience

Uber; Ciudad de México; Híbrido; MXN 500,000 - 700,000; Jornada completa

Descripción de la vacante

A leading ride-hailing service in Mexico City is looking for a CX Program Manager to enhance customer support and experience. You will analyze user feedback, design effective support strategies, and collaborate with various teams to drive improvements. Ideal candidates will be fluent in English and Spanish or Portuguese, possess strong stakeholder management and project management skills, and demonstrate a passion for customer service. The role involves working closely with internal teams to improve processes and outcomes.

Formación

• Experience managing multiple projects with resource constraints.
• Ability to create and present engaging communications.
• Genuine passion for improving customer touchpoints.
• Experience in a high-growth operational environment.

Responsabilidades

• Improve the customer experience based on feedback.
• Design support strategies and guidelines for issue resolution.
• Lead cross-functional initiatives with various teams.
• Analyze data to inform support and operational decisions.

Conocimientos

Fluent in English and Spanish or Portuguese

Excellent stakeholder management skills

Strong strategic thinking and problem-solving

Excellent communication skills

Customer obsession

Herramientas

SQL

Project Management certifications

Descripción del empleo

A leading ride-hailing service in Mexico City is looking for a CX Program Manager to enhance customer support and experience. You will analyze user feedback, design effective support strategies, and collaborate with various teams to drive improvements. Ideal candidates will be fluent in English and Spanish or Portuguese, possess strong stakeholder management and project management skills, and demonstrate a passion for customer service. The role involves working closely with internal teams to improve processes and outcomes.