Localização: São Paulo – SP
At Uber Delivery business, providing excellent customer support to our merchants, couriers and consumers are keen to business success. For the Delivery business, we need to maintain a high level of customer service while scaling to meet the needs of a new and rapidly growing business.The Direct Program manager has a heavy focus on customer experience, cross-functional collaboration, and continuous process improvements through collaboration, organization, and data analysis.You will engage with different POCs from other areas (Ops, Product) and different areas within the CommOps Organization: CO, GSO, Content, Learning and Development among others, and within the CX organization. A good stakeholders management and prioritization is key for the success of these partnerships.What You’ll Do: * Execute Direct projects from beginning to end, as well as guaranteeing its health towards transitioning to BAU. This includes everything from the project ideation, iteration, execution, implementation, to data analysis and insight generation, measuring and monitoring, and communication of impact and results.
- Lead the continuous improvement, effectiveness, and efficiency of our LOB assessing root-causes, and coordinating action plans with key partners to correct performance variations as needed
- Liaise with our regional and global partners to generate partner alignment on product launches to ensure they are connected to the larger business goals accompanied by a quality customer experience and provide partners with insights based on the voice of the customer
- Define and implement basic prioritization frameworks that are aligned with high- level business strategy
- Own data analysis and visualization, and communicate the project outcomes/impact to various partners to aid strategic decisions for new product improvements in support experience for all customers
- Work with Project Managers and business partners to understand the “Why?” in addition to the “What?” behind Uber’s biggest challenges
- Process mapping and standardization for a better and unified experience across our LATAM team
- Support in the coordination of operations (BPO) across LATAM having a clear communication and alignment to increase efficiency and results.
- Identify operational opportunities, provide and execute solutions with key partners in a cross-functional effort.
- Build, maintain, and communicate detailed reporting models to track and communicate performance metrics as they relate to your line of business.
What You’ll Need: * Experience on project management – handling sophisticated, multifaceted projects from beginning to end.
- Excellent interpersonal skills – Effectively prioritize work to target the highest-impact issues first.
- Problem solving attitude – the ability to self-serve, investigate and get the data we require will make you much more effective in this role. Self-starter attitude is a must!
- Analytical approach – You are able to diagnose problems, to identify root cause issues, and action them through project definition and execution.
- Excellent written and verbal communication skills including with the ability to supervise, measure, and share project results/impact in an effective manner to a senior audience.
- Experience running cross-functional projects and a large, complex web of partners, powered by analytical insights.
- A successful history of using data to drive quantifiable change, continuous improvement initiatives, and cross-functional decision making.
- Proficient in English and Spanish/Portuguese.
Bonus Points If: * Experience in working with BPO, support operations
- SQL proficiency
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 .Uber is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran Status, or any other characteristic protected by law.
Empresa: Uber
