About the Role
As a Associate Program Manager within the Delivery LatAm Customer Support team, you'll take ownership of strategic initiatives that aim to reduce customer defects and improve financial efficiency across our support ecosystem. You'll bridge the gap between data and execution - analyzing key friction points, prioritizing opportunities, and driving projects with measurable impact.
This role requires a strong balance of business thinking and analytical depth. You'll collaborate with cross-functional teams (Product, Ops, CommOps), lead root cause investigations, and ensure that insights translate into scalable, long-term improvements. If you're passionate about solving complex problems, influencing through data, and making a direct impact on customer outcomes, this role is for you.
What you'll do:
Basic Qualifications
Preferred Qualifications
As a Associate Program Manager within the Delivery LatAm Customer Support team, you'll take ownership of strategic initiatives that aim to reduce customer defects and improve financial efficiency across our support ecosystem. You'll bridge the gap between data and execution - analyzing key friction points, prioritizing opportunities, and driving projects with measurable impact.
This role requires a strong balance of business thinking and analytical depth. You'll collaborate with cross-functional teams (Product, Ops, CommOps), lead root cause investigations, and ensure that insights translate into scalable, long-term improvements. If you're passionate about solving complex problems, influencing through data, and making a direct impact on customer outcomes, this role is for you.
What you'll do:
- Lead the analysis and execution of initiatives to reduce Defect Rate (DR) across top issue categories in the region
- Partner with CommOps, Product and Ops teams to implement scalable solutions with the focus on financial efficiency and operational impact
- Translate analytical insights into executive-ready narratives that drive decision-making at the regional level
- Connect the dots across datasets and teams to identify friction points and deliver improvements to the customer journey
- Own and communicate project timelines, risks, and results to both regional and global stakeholders Build and iterate prioritization frameworks and operational tools to support the team's decision-making
Basic Qualifications
- 3+ years of experience in program/project management, strategy, or analytics
- SQL capabilities and fluency in data-driven storytelling
- Demonstrated experience managing cross-functional initiatives
- Strong communication and stakeholder management skills Ability to prioritize in fast-paced, ambiguous environments
Preferred Qualifications
- Experience in support, marketplace operations, or customer experience
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