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Daniela solano

@danielasolano

Program Manager at Uber who launched LATAM’s AI agent-tool model, later adopted across global regions.

At Uber, I launched LATAM’s AI agent-tool operating model for testing, rollout, frontline adoption, and monitoring. Global regions later adopted the model, and LATAM reached the highest AI agent-tool adoption rate among Uber regions.

In Uber Eats’ global Delivery projects, I led the Global Defect Rate Engine portfolio of eight regional initiatives, all approved by senior leadership. I also helped reduce defect rates by 50 bps in priority LATAM markets through a minimum-trip-payment approach that was approved for global expansion.

Across LATAM programs, I delivered US$700K in realized annualized savings by changing the billing model, optimizing staffing, and improving processes in a social media support operation. I also built an Insights function to provide root-cause analysis for Mobility and Delivery stakeholders.

I joined Uber Costa Rica in its second hiring cohort and was selected for the launch of LATAM Safety operations. I designed Safety decision trees that were implemented across LATAM operations and earned Uber’s Global Super Star Award.

Experience

Work history, roles, and key accomplishments

Delivery Projects & Programs

Uber

Jan 2026 - Jul 2026 (6 months)

Led the Global Defect Rate Engine, a portfolio of 8 regional initiatives across LATAM, APAC, EMEA and US&C, guiding a team of 3 data specialists; all 8 were approved by senior leadership, including the Global Head of Uber Eats. Sized $35M+/month in net refund & adjustment cost, de-duplicated across overlapping defect categories, and identified lateness as the #1 defect driver with A&I.

Program Management Data Analysis Stakeholder Management KPI and Root Cause Analysis Process Improvement Cross functional Leadership

Program Manager - Agent Tech Projects

Uber

Jan 2025 - Dec 2025 (11 months)

Designed and led LATAM's AI agent-tool launch strategy, creating a repeatable operating model for testing, shadowing, rollout, frontline adoption, and post-launch monitoring; the model was subsequently adopted across global regions. Led concurrent implementations of Contact Summarization, Voice Summarization, and Internal Notes with Global Product, Vendor Management, Workforce, and Strategy & Plan

AI Tool Implementation Program Management Cross Functional Stakeholder Management Vendor Management Workforce Management Strategic Planning Dashboarding AHT Tracking

Program Manager - SORT, Insights+, CIA & C360

Uber

Jan 2023 - Dec 2025 (2 years 11 months)

Delivered US700K in realized annualized savings through billing model changes, staffing optimization, and process improvements in a social media support operation, earning a promotion from L3 to L4. Led four concurrent LATAM programs (social media support, operational insights, Defect Rate analysis, continuous improvement), managing specialist teams and aligning priorities with regional and global

Program Management Social Media Support & Insights Defect Analysis Continuous Improvement Team Leadership Vendor Performance Management KPI and Root Cause Analysis Change Management

QA Program Manager

Uber

Jan 2020 - Dec 2023 (3 years 11 months)

Owned quality strategy across seven LATAM Mobility lines of business, managing three team leads and 16 team members and overseeing quality performance with external BPO partners. Kept quality metrics at or near target and led root-cause reviews and recovery plans that typically restored off-target performance within one month.

Quality Assurance Program Management Vendor Performance Management Root Cause Analysis Team Leadership Process Improvement

QA Team Lead

Uber

Jan 2017 - Dec 2020 (3 years 11 months)

Led 10 QA specialists in sensitive Risk & Safety operations, overseeing coaching, evaluations, calibrations, development, and high-severity quality escalations. Managed internal COE and external BPO quality follow-up, identifying policy and process gaps and partnering with Operations and Training on corrective actions.

Quality Assurance Team Leadership Vendor Performance Management Safety Risk Management Coaching Calibration Escalation Management