Summary: As a CX Program Manager, you will be a fierce customer advocate who takes a data-driven approach to identify customer pain points and lead projects to design support solutions. Highlights: 1. Guardian of the customer experience, obsessed with end-to-end journey details 2. Lead initiatives leveraging AI, Tech, and operational solutions 3. Fierce customer advocate and a great problem solver **About the Role** As a CX Program Manager, you will be the guardian of the customer experience, obsessed with the details of the end\-to\-end journey. You will ensure our support processes are designed with our customers and our operational goals in mind\-contributing to strategies for defect reduction and experiential improvements. You will take a data\-driven approach to identify customer pain points and lead projects to design support solutions leveraging AI, Tech, and operational improvements. We are looking for a fierce customer advocate who is a great problem solver, relationship builder, and process optimizer. To succeed in this role, you should be highly analytical and comfortable turning data into actionable insights. **What the Selected Candidate Will Do** * Map the end\-to\-end journey of our customers to identify pain points and opportunities while keeping the CommOps scorecard, budget, and operational objectives in mind. * Lead customer\-facing process improvement initiatives by leveraging AI, Tech, and operational solutions. * Align and coordinate stakeholders across CommOps and Operations teams to execute these improvement initiatives. * Understand the goals and priorities of CommOps KPIs, including both operational and financial metrics, while navigating cost constraints to champion customer\-obsessed processes. * Autonomously analyze data to turn insights into meaningful product, support, and operational improvements. * Provide insights from customer interactions to local stakeholders to influence and facilitate data\-backed decisions. * Work closely with internal Community Operations members and key partner groups like Product and Ops to build a strong customer\-centric culture. * Act as the internal voice of the customer to continuously improve the experience by identifying and prioritizing the main pain points across the journey. **Basic Requirements** * Immediate availability to work from our offices in Chile / Mexico * Full professional fluency in English and Spanish (or Portuguese, depending on location). * 2\+ years of experience in Project Management, Customer Experience, or Operations. * Analytical mindset with the ability to use data to solve problems in a structured way. * Experience managing multiple projects or workflows simultaneously under resource constraints. * Proven ability to build relationships and coordinate with stakeholders across different teams. * Strong communication skills, including experience creating presentations and written updates for stakeholders. * A track record of executing tasks with high standards and iterating on processes to improve them. * Genuine passion for customer experience and a desire to improve user touchpoints with Uber. **Preferred Qualifications*** High\-growth operations or startup experience * SQL * AI tooling implementation