R&a (Refunds & Appeasements) Program Manager - Sao Paulo, Brasil - Uber

Uber

Empresa verificada

Sao Paulo, Brasil

há 2 semanas

Postado por:

Ana Silva

beBee Recruiter

Descrição

About the Role
***If you enjoy building frameworks, leading cross-functional collaborators, working on high-impact projects, delivering significant results that impact Uber's P&L, and solving strategic, yet detailed problems, this is the role for you.

As the CX R&A Program Manager you will be responsible for defining the vision, strategy, and optimization goals for Uber's R&A (Refunds & Appeasements) spend.

Through a data-driven approach and close collaboration with Operations, Product, and CommOps teams, you will identify customer struggles and R&A opportunities, to build or improve our processes and help us meet our financial and experience targets.

We are looking for a steadfast customer advocate who is a strong relationship builder, project manager, and process optimizer

What You'll Do
***- Coordinate the LatAm R&A strategy, processes, and targets

Establish relationships with Community Operations, Business Operations and Product teams to implement an effective R&A framework that supports a customercentric culture
Work to ensure that the designed framework fits within our LatAm CommOps & regional business strategy and goals
Autonomously analyze data, and derive relevant product, support, and operational insights and recommendations
Improve the customer R&A experience by being the internal voice of the customer and identifying and improving the main struggles across their journey
Run and lead complex crossfunctional initiatives
Influence other crossfunctional teams to help implement your strategy and plan
Clearly understand the Community Operations vs. Business Operations goals and their codependency
Be the customer experience guide and provide customer interaction insights to your collaborators to influence and facilitate business decisions

Basic Qualifications
***- Fluent in English

Fluent in Spanish or Portuguese
Immediate availability to work from LATAM
Minimum of 4+ years of leading crossfunctional projects, process design and optimization, program management
Excellent stakeholder management skills: Experience in encouraging results in areas that aren't in your immediate responsibility
Deep understanding of the goals & priorities of your partners
Excellent critical thinking and problem solving: Ability to create and optimize support processes in a practical manner
Excellent communication skills: Ability to present clear decks and develop executivelevel written communication pieces to engage collaborators
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 focus: You have a genuine passion for our drivers, riders and want to be a force for positive change in their touchpoints with Uber
Experience working with remote or international teams
Advanced use of Google Workspace (e.g. Data analysis and correlation)
Self motivation

Preferred Qualifications
***- High-growth operations experience