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Sr. Program Manager - Digital Experiences

Uber

Uber

Operations
Mexico City, Mexico
Posted on Thursday, June 13, 2024

Sr. Program Manager - Digital Experiences

Community Operations
in Mexico City, Mexico

About the Role

At Uber, the Digital Experience Products Insights and Rollouts team is at the forefront of delivering magical user experiences through intuitive, efficient, and innovative self-support services, all while maximizing the efficiency of contact center agents with thoughtful investments.

As a Senior Program Manager within this dynamic team, you will lead initiatives aimed at enhancing the support provided to our customers and business partners within Community Operations. Your role is critical in developing impactful digital support experiences, leveraging deep insights into how our products benefit our stakeholders. You will play a key role in setting product development priorities, advocating for timely enhancements based on solid data and market research, and ensuring our strategies are well-informed and effective. Your mission includes strengthening the feedback loops among Customer Obsession (CO Product), Operations, and Community Operations, overseeing product rollouts, addressing challenges proactively, coordinating efforts across the LATAM mega-region, and broadening product knowledge and adoption.

What you'll do:

  • Take Ownership: Manage the program for the LATAM mega-region end-to-end, aligning closely with Uber’s strategic objectives.
  • Be the Go-To Expert: Act as the primary contact for the leadership team, ready to provide insights on market dynamics, product performance, strategic decisions, program strategy, and execution across markets, as well as key program metrics, OKRs, and KPIs.
  • Drive Collaboration: Champion strong cross-functional teamwork to enable swift and effective adoption of new global products, ensuring the customer's voice is always central to product design.

Uber champions collaboration and views our offices as central hubs for innovation and connection. While we support flexibility, employees are expected to spend at least half their time in their assigned Uber office unless a full-remote work arrangement has been formally agreed upon.

Uber is proud to be an equal opportunity employer, committed to building a diverse environment. We invite applicants from all backgrounds to join us in transforming customer experiences and pushing the boundaries of digital support.

Basic Qualifications

  • Versatile expertise in business strategy, technology, program management, and cross-functional leadership.
  • A track record of leading high-visibility projects within large organizations.
  • Passionate about improving 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.
  • Holds a Bachelor’s degree in Computer Science, Engineering, or similar experience.
  • Brings a minimum of 8 years' experience in technology, consulting, operations, or similar agile, project-based environments, showing significant impact.
  • 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.
  • Resilient, positive, and deeply customer-focused.

Preferred Qualifications

  • You have an MBA or proven business strategy and analytical skills, particularly in data-driven decision-making.
  • Your experience includes Customer Support, Automation, and/or Design Thinking.
  • You're familiar with software development principles and flowcharts.
  • Basic understanding of Generative AI tools.
  • Knowledge of SQL, enabling you to leverage data more effectively in your decision-making process.

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.