Program Manager, CX Tech Enablement - LatAm Delivery
U
Uber
📍 Mexico, Ciudad de México, Mexico
Job Description
About The Role
This role will be driving continuous improvement, embedding innovation, ensuring tech enablement of internal teams, and leveraging Generative AI to deliver smarter, faster, and more seamless experiences. Partnering across Ops, Product, and Global CommOps teams, you'll improve processes, eliminate friction, and design scalable, data‑driven solutions that enhance both the delivery partner customer experience and operational excellence across Spanish‑speaking Latin America (SSL).
What You'll Do
- Identify operational gaps and process inefficiencies, working cross‑functionally to drive and implement tech‑related solutions that elevate service quality, optimize performance, and reduce defects.
- Own and continuously refine key CX policies, ensuring consistency, fairness, and operational scalability across the region.
- Map end‑to‑end customer journeys to uncover friction points and design interventions that improve support...