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Associate Program Manager - Access and Growth CX

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Uber

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Location:
Brazil; Mexico , Sao Paulo ▼

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

At Uber, providing excellent customer support is a core feature of our product experience. As the Access and Growth Program Manager, you will be responsible for the successful definition and start-to-finish execution of high-impact strategic projects that seek to improve the customer experience for earners who are signing up to drive with Uber, enabling easier access to our platform and contributing to our overall business goals and to a better customer experience. This role has a heavy focus on project management, customer experience, cross-functional collaboration, and continuous process improvements through collaboration, organization, and data analysis. You will partner cross-functionally with Operations and Product teams regionally to design and implement top-in-class support solutions, while working closely with the support operation, being accountable for delivering our support services through agents and technology.

Job Responsibility:

  • Map the end-to-end journey of our earners and identify pain points and opportunities - always with the CommOps scorecard, budget, and Ops’ objectives in mind
  • Lead customer-facing process improvement initiatives to drive incremental supply. Align and coordinate cross-functional stakeholders to execute these initiatives.
  • Understand the goals and priorities of Commops KPIs - both operational and financial. Understand cost constraints and champion customer-obsessed processes that support these goals.
  • Provide insights from customer interactions to local stakeholders to influence and facilitate decisions

Requirements:

  • English proficiency, and fluent in Spanish or Portuguese, depending on the hiring location
  • 3-6 years of experience in a similar role
  • must be an analytical thinker with the ability to solve any problem in a structured way
  • Excellent strategic thinking and problem-solving: Ability to create and optimize support processes in a practical manner
  • Project and/or program management experience: Experience managing multiple moving parts with resource constraints
  • Excellent stakeholder management skills: Experience in encouraging results in areas that aren't in your immediate responsibility. Keen understanding of the goals & priorities of your stakeholders
  • Excellent communication skills: Ability to create and present decks and develop written communication pieces to engage stakeholders
  • Excellent execution and high standards: You are someone who finishes what they start and keeps iterating until a process works flawlessly almost every time
  • Customer obsession: You have a genuine passion for our drivers and riders and want to be a force for positive change in their touchpoints with Uber

Nice to have:

  • Proficiency in SQL to independently extract and analyze data
  • Sector Background: Experience in Management Consulting, Big Tech, or high-growth startup environments
  • Methodology : Certifications in Six Sigma, Change Management, or Project Management (PMP)
  • 3rd language: Spanish or Portuguese proficiency, depending on location
  • Experience working in environments that are transitioning or focused on policy automation, including: Chatbots, Self-service platforms, and Hybrid scenarios involving agent support

Additional Information:

Job Posted:
February 04, 2026

Work Type:
On-site work
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