**About the Role**
As a **Associate Program Manager** within the **Delivery LatAm Customer Support team**, you'll take ownership of strategic initiatives that aim to reduce customer defects and improve financial efficiency across our support ecosystem. You'll bridge the gap between data and execution - analyzing key friction points, prioritizing opportunities, and driving projects with measurable impact.
This role requires a strong balance of business thinking and analytical depth. You'll collaborate with cross-functional teams (Product, Ops, CommOps), lead root cause investigations, and ensure that insights translate into scalable, long-term improvements. If you're passionate about solving complex problems, influencing through data, and making a direct impact on customer outcomes, this role is for you.
**What you'll do**:
- Lead the analysis and execution of initiatives to reduce Defect Rate (DR) across top issue categories in the region
- Partner with CommOps,



Product and Ops teams to implement scalable solutions with the focus on financial efficiency and operational impact
- Translate analytical insights into executive-ready narratives that drive decision-making at the regional level
- Connect the dots across datasets and teams to identify friction points and deliver improvements to the customer journey
- Own and communicate project timelines, risks, and results to both regional and general stakeholdersBuild and iterate prioritization frameworks and operational tools to support the team's decision-making
**Basic Qualifications**
- 3+ years of experience in program/project management, strategy, or analytics
- SQL capabilities and fluency in data-driven storytelling
- Demonstrated experience managing cross-functional initiatives
- Strong communication and stakeholder management skillsAbility to prioritize in fast-paced, ambiguous environments
**Preferred Qualifications**
- Experience in support, marketplace operations, or customer experience

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