Sr. Program Manager - Customer Experience Policy Harmonization



Customer Service, Operations
Mexico City, Mexico
Posted on Wednesday, May 1, 2024

Sr. Program Manager - Customer Experience Policy Harmonization

Community Operations
in Mexico City, Mexico

About the Role

As the Program Manager for Policy Harmonization within the LATAM Product Insights & Roll-out initiative, your role is to actively streamline and strengthen customer support policies, ensuring they are both globally applicable and sensitive to local needs regarding regulations, competition, and market dynamics. By leveraging data and market research, you will tailor policies to align with both customer expectations and organizational constraints, such as budget considerations. Your duties extend to collaborating with global teams to establish Governance processes and role-based access controls, preventing arbitrary policy modifications. Moreover, you will champion the policy harmonization effort across the LATAM mega-region, serving as the primary point of contact for stakeholders and representing the program locally. Through your leadership, you will guide the integration of best practices, facilitate impactful workshops with customer experience leads and operational stakeholders, and clarify decision-making authority, all while keeping the organization's global strategy and local nuances in mind.

Basic Qualifications :

  • 5+ years of experience in technology, consulting, operations or other highly agile, project-based environments.
  • Strong strategic thinker.
  • Strong Stakeholder Management for geographically and functionally diverse partners.
  • Large-scale, complex project and program management
  • Willingness to dive deep down into the details.
  • Passionate about enhancing customer experience, backed by a solid technical foundation, exceptional product judgment, and an innovative mindset.
  • Excellent communication skills, capable of articulating complex ideas clearly and persuasively.
  • Demonstrates leadership through vision, excellence, and the ability to inspire trust and collaboration.
  • Committed to quality, customer-first thinking, and continuous personal and professional development.
  • Proven track record in operational excellence, project management, and stakeholder management.

Preferred Qualifications:

  • You have an MBA or proven business strategy and analytical skills, particularly in data-driven decision-making.
  • Experience in a top-tier strategy consulting firm.

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 accommodations@uber.com.