Project Manager (Valle de Chalco Solidaridad)

About the Role

At Uber, providing excellent customer support to our users is a core feature of our product experience. As a Safety / Advanced Support Program Manager, you will be responsible for listening to users, understanding the root causes of painful customer experiences and helping to design solutions to reduce them, striving to build a phenomenal experience in the across different modalities (i.e. Automations, In-App Support, Phone, Chat, etc.). You will have a deep understanding of the goals of the business and seek to act as a key ally to the Ops teams. You will take a data‑driven approach to identify customer struggles and collaborate with the Operations, Product, and CommOps teams to create new processes, or improve existing ones that detract from the customer experience. We are looking for a customer advocate who is an excellent Portfolio Manager, relationship builder, project manager, and process optimizer.

What you will do

• Process Optimization Portfolio Management – Manage and lead complex cross‑functional projects & programs with CommOps, Ops, and Product teams. Examples include launching support process for Uber Moto in LatAm, decreasing the number of escalated reports that are not solved in the frontline, and reducing the number of touches each interaction has before complete resolution.
• Stakeholder Management – Work closely with other internal members of the Community Operations team as well as key partner groups like Operations & Product to build a strong customer‑centric culture.
• Process improvement – Serve as the internal voice of the customer to continuously improve the experience, by identifying main difficulties across the customer journey and prioritizing main opportunities.
• Self‑guided – Autonomously look into data and turn it into meaningful product, support, and operational improvements.
• Understand the goals and priorities of the business.
• Provide insights from customer interactions to partners to influ