**About the Role**
As a **Program Manager** in the **Delivery LatAm Customer Support team**, you will lead a diverse set of high-impact programs aimed at reducing customer defects and improving the efficiency of our support operations, but also serving as an extra hand for diverse initiatives and special projects as they may appear. You'll operate at the intersection of data, execution, and strategy - guiding key stakeholders across Product, Ops, and CommOps to solve the most pressing customer pain points at scale.
This role demands strong program ownership, excellent stakeholder management, and the ability to move seamlessly between analytical deep dives and executive-level conversations. You'll be responsible for translating insights into action, influencing roadmaps, and delivering measurable business value. You'll also help structure the way our team executes, mentors others, and scales its impact across the region.
**What you'll do**:
- Own the planning, execution, and measurement of key DR reduction programs across multiple markets and lines of business
- Partner with Ops, Product, and CommOps leaders to identify opportunities, align roadmaps, and drive accountability for fixes




- Build business cases and simulate cost savings potential tied to improvements in defect rate and customer friction
- Translate analytical insights into executive-ready narratives that drive decision-making at the regional level
- Lead and mentor junior team members, promoting analytical and business rigor across the teamDrive process improvements and create scalable tools, routines, and documentation to expand the team's impact.
**Basic Qualifications**
- 5+ years of experience in program management, strategy, operations, or consulting
- Strong SQL and/or Python capabilities and fluency in data-driven storytelling
- Proven ability to lead complex cross-functional programs from idea to execution
- Excellent stakeholder management and executive communication skills
- Great teamwork skills and relationship-building with a cross-functional team
- Track record of delivering measurable impact in customer experience or operational initiatives
**Preferred Qualifications**:
- Experience in support, marketplace operations, or customer experience

📌 Cx Progam Manager (Ciudad de México)
🏢 Uber
📍 Ciudad de México