What The Role Will Do
- Design, implement, and maintain support processes and policies and identify areas of continuous improvement.
- Manage all escalated continuous process improvement requests for your respective support queue, corresponding and liaising with relevant stakeholders as needed.
- Implement initiatives for programs across products and projects coming from the Ops teams.
- Collaborate with all programs and specific functions to implement support model changes to operate in a differentiated way across segments.
- Receive inputs from other teams to apply our differentiated treatments to our different products.
- Track and control CommOps regional metrics like Conversion Rate, Customer Satisfaction, Contact Rate, Defect rate, etc.
Basic Qualifications
- Fluent in English and Spanish/Portuguese
- 1-2 year of experience in project management and/or continuous improvement processes.
- Great time management and organizational habits.
- Data analysis and storytelling.
- Advanced Excel / Google Sheets proficiency. E.g. pivot tables and formulas.
- Stakeholder management skills: Experience in encouraging results in areas that aren't in your immediate responsibility. Keen understanding of the goals & priorities of your customers.
- Communication skills: Ability to create and present information that engages team and partners. Experience communicating data visually.
- Ability to work with remote teams and across time zones to develop strategies and cultivate a cohesive and creative work environment.
- Customer obsession: Genuine passion for our users and wants to be a force for positive change in their touch points with Uber.
- 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!
- Immediate availability to work from Mexico City or São Paulo
Preferred Qualifications
- High-growth operations or startup experience.
- Familiarity with support/customer operations.
- SQL knowledge.
*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 .