About the Role

　　As the LatAm HCV Program Manager, within our Community Operations team, you lead and optimize our HCV customer operations programs, such as building high-quality and reliable customer success channels for B2B and B2C users and fleets, as well as outbound activities, such as ensuring route fulfillment. You will advance initiatives throughout the HCV program by steering interdepartmental and cross-functional teams to integrate process and technology developments, as well as working closely with external collaborators to stay up to date with the newest trends and launches.

　　The role is centered on continuous improvement, impactful communication, and high-quality results. It requires somebody highly versatile and well-rounded, who can create and drive strategy but also has a hands-on approach. Given that this is a global role you will work across geographies to ensure success. Some travel should be expected.

　　What You'll Do

　　Deploy the shuttle customer support and outsourcing programs from scratch, including building several teams to perform niche functions throughout the customer journey (i.e. inbound support, admin support, fulfillment monitoring, and account management).Improve operational performance by using a data-driven approach for issue identification, root cause analysis, and improvement rollouts.Build actionable, specific KPIs and support metrics for the HCV customer success program.Advise the creation of performance dashboards to supervise success and own regular updates on performance vs goals.Provide project updates and gain partners' alignment on initiatives to ensure they are connected to the larger Community Operations goals.Ensure projects are properly defined and scoped with charters that include well-written problem statements, baseline data, and quantifiable goals.Be the source of knowledge to train, educate, and answer questions from project managers, product managers, Customer Service Specialists, or other team members in the organization.Leverage specialists within the department to develop, and maintain, QA, content, and training material for Customer Service Representatives to ensure adherence to process, policy, and brand voice.Be on the forefront of trends impacting the HCV support program.

　　Basic Qualifications

　　5+ years of professional experience in B2B focused operations in, customer support, consulting, or analytics.Experience building efficient processes that scale across a large organization.Experience leading cross-functional projects and partners in an ambiguous launch environment, powered by data-driven insight.Persuasive English and Spanish written and verbal communication skills across diverse functions and teams.Phenomenal understanding of the bus/shuttle industry. Bonus points for experience in fixed-route transportation support programs.Strong analytical skills - ability to dig into datasets to extract significant and compelling insights using SQL and other data analysis tools.Operational horsepower - proven track record to execute both quickly and seamlessly while driving outcomes through complexity.Self-motivated with a strong affinity for vision setting, strategic problem solving, and driving action

　　Preferred Qualifications

　　Proven success in uncovering data to run customer-focused decisions.Experience facilitating behavior and culture change within organizations.Experience with process optimization, program management, customer support strategy, or quality assurance.

　　We welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently. If you have the curiosity, passion, and collaborative spirit, work with us, and let's move the world 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 [email protected].