Self-support Solutions Program Manager

hace 2 semanas


San José, Costa Rica Uber A tiempo completo

**About the Role**:
The Self-Support Solutions team is responsible for enchanting users with magnificent experiences through intuitive, efficient, and innovative self-support services, and for improving contact center agents' efficiency with a reasonable return on investment.

The Self-Support Solutions Program Manager is responsible for the development of the program focused on crafting new automated support experiences, identifying improvement opportunities, and building solutions throughout a data analysis approach, always looking to enhance the customer experience.
**What You'll Do**:

- Partnership with our Customer Experience team to develop and handle the strategy for new and improvement of the self-support services
- Lead the self-solutions program for a line of business
- Identify opportunities for new self-support solutions and improvements in the existing ones on the different platforms we have (i.e. automations, chat bot, IVR)
- Analyze metadata of the self-support services to find improvement opportunities and follow-up the performance of the solutions implemented
- Partnership with our global digital experience team and mega-region teams to join efforts and share insights for the global solutions
**What You'll Need**:

- Program Management with confirmed experience
- Excellent stakeholder management skills
- Background in continuous improvement programs (contact reduction, CSAT, efficiency)
- An MBA or business strategy and analytical skills, including data-driven decision-making ability
- Experience with Customer Support, Automation, and/or Design Thinking
- Comfortable owning and balancing multiple projects or workstreams at once.
- Ability to synthesize information quickly, highlight the key takeaways, and disseminate actionable insights
- Expertise leading and mentoring junior teams
- Sophisticated knowledge in data analysis in Google Sheets or Microsoft Excel
- Excellent written and verbal communication skills



  • San José, San José, Costa Rica Amazon Support Services Costa Rica Srl - B20 A tiempo completo

    Job Title: Senior Program Manager, Differentiated SupportAbout the Role:We are seeking a highly experienced Senior Program Manager to join our team at Amazon Support Services Costa Rica Srl - B20. As a Senior Program Manager, you will be responsible for leading and managing large-scale Continuous Improvement programs that impact our Associates and Selling...

  • Program Manager

    hace 7 meses


    San José, Costa Rica Amazon Support Services Costa Rica SRL - B20 A tiempo completo

    Bachelor's Degree - 3+ years' experience successfully managing and delivering large-scale programs/projects - Proven ability to effectively coordinate and influence across multiple stakeholder groups - Experience delivering initiatives from conception through execution - Strong verbal and written communication skills, able to distill complex information into...

  • Program Manager

    hace 7 meses


    San José, Costa Rica Amazon Support Services Costa Rica SRL - B20 A tiempo completo

    Bachelor's Degree - 3+ years' experience successfully managing and delivering large-scale programs/projects - Proven ability to effectively coordinate and influence across multiple stakeholder groups - Experience delivering initiatives from conception through execution - Strong verbal and written communication skills, able to distill complex information into...


  • San José, Costa Rica Amazon Support Services Costa Rica SRL - B20 A tiempo completo

    5+ years of program or project management experience - Experience using data and metrics to determine and drive improvements - Experience owning program strategy, end to end delivery, and communicating results to senior leadership Are you passionate about improving the quality of customer experiences? Do you strive to create customer-centric solutions that...

  • Program Manager

    hace 3 meses


    San Francisco, Heredia, Costa Rica Amazon Support Services Costa Rica Srl A tiempo completo

    Program Manager Job DescriptionAs a Program Manager with Amazon Support Services Costa Rica Srl, you will be responsible for managing cross-functional projects and stakeholders to deliver business value. Your experience in project management, payroll operations, and human capital management will be essential in defining and executing against program...


  • San José, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completo

    5+ years as a Senior Project Manager working with different business/functional teams, should have implemented complex projects in the areas of product & platform transformation, project management, preferably in the financial sector. - Solid experience in conducting metrics review meetings with senior stakeholders and customers; exceptional communication...


  • San José, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completo

    Bachelors/Masters (MBA) with 7-10 of post-qualification experience in Procurement Operations and/or Accounts Payable - Experience in P2P in large multi-national organizations is a must - Strong Stakeholder Relationship Management focus (both Internal / External). Strong interpersonal skills — including written and oral communication skills - Excellent...


  • San José, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completo

    3+ years of relevant program/project management experience - Bachelor’s degree or equivalent experience - 3+ years' experience defining program requirements and using data and metrics to determine improvements - 3+ years' experience using communication skills (written and verbal) to propose complex solutions and explanations Job summary At Amazon, our...


  • San José, Costa Rica Amazon Support Services Costa Rica SRL A tiempo completo

    1+ years of program or project management experience - 1+ years of experience in: stakeholder management, dealing with multiple tech and non-tech stakeholders at varied levels of the organization, driving end to end delivery, defining and implementing process improvement initiatives using data and metrics, and communicating results to senior leadership Have...


  • San José, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completo

    3+ years experience in program or project management - Bachelor’s degree or equivalent experience - Intermediate to advanced analytical and quantitative skills; ability to use hard data and metrics to back up assumptions, recommendations, and drive actions. - Strengths in problem solving, issue-resolution, ability to work in a deadline-driven environment,...

  • Program Manager, Learning

    hace 2 semanas


    San José, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completo

    3+ years experience in Learning and Development (e.g., supporting or leading learning programs, storyboarding, building training content, training facilitation, bridging gaps in knowledge effectively, evaluating programs, and measuring success) Job summary Help shape the learning and development (L&D) experience for Finance Amazonians. You will have an...

  • Program Manager

    hace 2 semanas


    San José, Costa Rica Wind River A tiempo completo

    **ABOUT WIND RIVER** In a world increasingly driven by software innovation, Wind River is pioneering the technologies to accelerate the digital transformation of our customers with a new generation of Mission Critical AI Systems in an AI-first world with the most exacting standards for safety, security, performance, and reliability. Success will be...


  • San José, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completo

    8+ years of experience in Project or Program management. - Bachelor’s degree in Project/Program Management or Languages or Linguistics or Translation or content related discipline. - Advance English level. - Advanced Excel skills. Job summary Are you passionate about languages and cultures? Are you motivated to have a direct impact on customers around...


  • San Francisco, Heredia, Costa Rica Servicenow A tiempo completo

    **Company Overview**Servicenow, a global leader in digital transformation, empowers organizations to work at the speed of business. With over 7,700+ customers, including 85% of the Fortune 500, Servicenow has established itself as a trusted partner for innovative solutions.At Servicenow, we believe that diversity and representation are key drivers of...


  • San Francisco, Heredia, Costa Rica Amazon Support Services Costa Rica Srl A tiempo completo

    Job SummaryThis role is part of a truly global team, driving conversations with stakeholders from various parts of the business. We innovate on behalf of the payee, implementing new payment solutions that provide scalable processes and technology for business growth and needs.Key ResponsibilitiesIdentify requirements and create clear business requirements...


  • San José, San José, Costa Rica Johnson Controls A tiempo completo

    Program Coordinator Job DescriptionWe are seeking a skilled Program Coordinator to support the planning and coordination of our program and its activities. This role involves ensuring the implementation of policies and practices, monitoring customer and Digital Solutions standards, tools, product releases, and features.Key Responsibilities:Support pricing...


  • San José, San José, Costa Rica Amazon Support Services Costa Rica Srl A tiempo completo

    Company Overview:We are Amazon Support Services Costa Rica Srl, a dynamic organization that values excellence in all aspects of our business. Our mission is to provide exceptional support to our customers while fostering a culture of innovation and collaboration.Estimated Salary: $80,000 - $110,000 per year based on experience and qualifications.Job...


  • San José, Costa Rica Intelliswift Software, Inc. A tiempo completo

    **Job Title**:Payment Operations Manager/Program Manager ** Location**:San Jose, CA (Hybrid) **Duration**:6+ months contract with possible extension **Contract Type**:W2 Only **Pay Range**:$50.28 - $54.28 per hour We are seeking a Payment Operations Manager to support, optimize, and scale our strategic partnerships. Within our Payments and Financial...


  • San José, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completo

    3+ years’ experience in retail or other operationally intensive industries with focus on program management. - 3+ Experience in change management and driving adoption of new tools, processes, and decision support. - Demonstrated ability in learning tools, processes, and effectively utilizing them for service delivery. - Strong written and verbal...


  • San José, San José, Costa Rica Amazon Support Services Costa Rica Srl A tiempo completo

    About the Role: We are seeking a highly skilled Program Manager to join our team at Amazon Support Services Costa Rica Srl. As a Program Manager, you will play a key role in driving business outcomes and customer experience by leading high-impact programs and collaborating with cross-functional teams.