Program Leader - Merchant Customer Experience LatAm

Description

Summary: Lead the LatAm Core Customer Experience Team, designing and executing programs to improve key moments across the delivery journey, identifying operational gaps, and refining CX policies. Highlights: 1. Lead regional and global cross-functional initiatives for customer experience. 2. Design and own customer experience programs, financials, and headcount. 3. Drive process improvement and innovation for support quality and scalability. **What you will do:** * **Lead the LatAm Core Customer Experience Team through regional and global cross\-functional initiatives and key stakeholders** (Ops, Product, CommOps, Analytics, and AI Enablement) to align on priorities, launch new initiatives, and ensure seamless experience delivery across channels and markets. * **Design, own and execute customer experience programs, their financials, and headcount** focused on improving key moments across the Delivery journey \- for customers, merchants, and delivery partners \- from insight generation to implementation and impact measurement. * **Identify and improve 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 across all different channel modalities**, 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. * **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. **Basic Qualifications** * Robust experience managing a team of analysts and specialists to deliver significant results within well defined timelines. * 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.** * **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. **Preferred Qualifications** * Bachelor's degree in Business, Engineering, Economics, or related field. * **10\+ years of experience in program management, preferably in Customer Experience, Operations, Consulting, or Strategy roles.** * You have experience in **high\-growth tech or startup environments**, ideally in customer experience, support, delivery, or marketplace operations. * You've worked in or with **Customer Experience, Community Operations, or AI transformation programs.** * You hold a **Project or Program Management certification** (e.g., PMP, Agile). * You hold an **MBA or Master's degree.**