{"id":3990644,"url":"https://alion.io/job/uber-cx-program-manager","title":"CX Program Manager","company":{"id":230,"name":"Uber","domain":"uber.com","url":"https://alion.io/company/uber","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Oracle","truth_index":{"grade":"A","score":88,"open_postings":139,"ghost_share":0.029,"stale_share":0.554,"repost_share":0.072,"time_to_fill_p50_days":12,"computed_at":"2026-11-09T06:03:00Z"}},"role":"Management","role_family":"Management","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Mexico"],"countries":["MX"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"SQL","optional":true}],"status":"live","first_seen_at":"2026-11-09T20:27:12Z","employer_posted_date":"2026-11-09","last_verified_at":"2026-11-10T05:34:05Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"About the Role\nAt Uber, providing excellent customer support to our users is a core feature of our product experience. As a CX 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, aiming to build a great experience for our customers in the Delivery Business 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 be a key ally to the Ops teams.\nYou will take a data driven approach to identify regional customer pain points and collaborate with the Operations, Product and Global CommOps teams to create new processes, or improve existing ones that detract from the customer experience.\nWe are looking for a fierce customer advocate who is an excellent relationship builder, project manager, and process optimizer.\nWhat You’ll Do\nYou will work closely with other internal members of the Community Operations team as well as other of our key partner groups like Operations & Product to build a strong customer-centric culture.\nBe the regional internal voice of the customer to continuously improve the experience, by identifying main customer pain points across their journey and prioritizing main opportunities.\nTo design the support strategy, tickets resolution guidelines and KBs, DR and/or R&A strategy and improvements. \nAutonomously looking into data and turn it into meaningful product, support, and operational improvements\nManage and lead complex cross-functional initiatives with CommOps, Ops and Product teams.\nUnderstand the goals and priorities of the business.\nProvide insights from customer interactions to stakeholders to influence and facilitate decisions\nStrengthen CommOps relationships with Ops, Product and Global partners to prioritize efforts aligned with Company needs (long term view)\n\nWhat You’ll Need\nProject and/or program management experience: Experience managing multiple moving parts with resource constraints\nExcellent 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\nExcellent strategic thinking and problem solving: Ability to create and optimize support processes in a practical manner\nExcellent communication skills: Ability to create and present decks and develop written communication pieces to engage stakeholders\nExcellent execution and high standards: You are someone who finishes what they start and keeps iterating until a process works flawlessly almost every time\nCustomer 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\nFluent in English and Spanish.\nBonus Points If\nHigh-growth operations experience\nSQL\nCustomer support experience\nSix Sigma, Change Management, and/or Project Management certifications\nExperience working with remote or international teams","description_format":"text","description_chars":3055,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"Spanish","level":"Advanced (C1)","optional":false},{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Delivery","Freight Forwarding","Online Groceries","Ride Hailing"],"lifecycle":[{"event":"open","at":"2026-11-09T23:18:25Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":13,"reasons":["conf:1","win:early","comp:brand"],"computed_at":"2026-11-10T06:59:03Z"},"pay":null,"html_url":"https://alion.io/job/uber-cx-program-manager","json_url":"https://alion.io/job/uber-cx-program-manager.json","meta":{"generated_at":"2026-11-10T06:59:03Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":16263,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-11T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":230},"rest":"https://alion.io/mcp/rest/get_company?id=230"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fuber-cx-program-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fuber-cx-program-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fuber-cx-program-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/uber-cx-program-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fuber-cx-program-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3990644}},{"tool":"search_jobs","arguments":{"company":"uber.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3990644},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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