**About the Role**
At Uber, we ignite opportunity by setting the world in motion - and in **Latin America**, Delivery is one of our fastest-growing and most dynamic businesses.
As the region continues to expand and evolve in an increasingly competitive landscape, **scalability, efficiency, and world-class customer experience** are key to sustaining growth.
We're looking for a **Customer Experience (CX) Program Lead** to join our **LatAm Delivery** team, leading strategic programs that elevate the end-to-end experience across our **three-sided marketplace** - balancing the unique needs of **consumers**, **delivery partners, merchants**.
This role will focus primarily on the **consumer (Eater) piece of the marketplace**, driving initiatives that optimize support operations, strengthen partner enablement, and enhance overall satisfaction across the region.
You'll help shape the future of support in the region by driving **continuous improvement, embedding innovation, and leveraging Generative AI** to deliver **smarter, faster, and more seamless experiences**.
Partnering across **Ops, Product, and General CommOps teams**, you'll improve processes, eliminate friction, and design **scalable, data-driven solutions** that enhance both the global **Consumer customer experience** and **operational excellence** in **the region.
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**What You'll Do**
- **Design and execute customer experience programs** focused on improving key moments across the Delivery journey - for customers, merchants, and delivery partners - from insight generation to implementation and impact measurement.
- **Identify operational gaps and process inefficiencies**, working cross-functionally to drive 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 touchpoints and overall satisfaction.
- **Define, monitor, and communicate key CX performance indicators (KPIs)**, connecting results to business impact and improvement opportunities.
- **Support the regional implementation of GenAI-powered CommOps solutions** that drive efficiency, improve agent performance, and deliver elevated customer and delivery partner experiences.
- **Leverage data, voice of the customer insights, and GenAI-driven analysis** to identify pain points, prioritize initiatives, and propose scalable solutions that improve satisfaction and efficiency.
- **Develop and deliver clear executive communications** that effectively summarize insights, project updates, and business impact for senior stakeholders.
- **Partner with regional and integral cross-functional teams** (Ops, Product, Global CommOps, Analytics, Legal, and AI Enablement) to align on priorities, launch new initiatives, and ensure seamless experience delivery across channels and markets.
- **Lead strategic projects end-to-end**, from scoping and planning to rollout, tracking, and impact reporting.
- **Continuously drive process improvement and innovation**, identifying automation, efficiency, or simplification opportunities that strengthen support quality and scalability.




**What You'll Need**
- Bachelor's degree in Business, Engineering, Economics, or related field.
- **7+ years of experience in program management, preferably in CX, operations, consulting, or strategy roles.
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- Proven experience managing **complex, cross-functional programs** with measurable impact.
- **Experience building efficient processes that scale across large organizations** and deliver both customer experience and operational process improvements.
- **Experience leading multiple cross-functional initiatives** with diverse stakeholders and competing priorities.
- **Track record of balancing analytical, strategic thinking with quick decision-making, change management, and timely execution.
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- **Strong analytical and problem-solving skills with solid business acumen and data independence** - ability to independently source, analyze, and visualize data (SQL, Tableau, Looker) to generate insights, translate findings into strategic action, and clearly communicate measurable business impact to stakeholders.
- **Growth mindset and comfort with ambiguity** - ability to drive progress, make informed decisions, and maintain momentum even without full clarity or complete data.
- Excellent **communication and stakeholder management** abilities; skilled at influencing without authority and engaging senior audiences effectively.
- **Fluency in English and Spanish** required; **Portuguese is a plus.
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**Bonus Points If**:**
- You have experience in **high-growth tech or startup environments**, ideally in support, delivery, or marketplace operations.
- You've worked in or with **Customer Experience, Community Operations, or AI transformation programs.
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- You hold a **Project or Program

📌 Tech Transformation Program Manager - Eater Cx (Xico)
🏢 Uber
📍 Xico