About The Team
Community Operations is the heart and soul of our #BuildWithHeart approach at Uber. We work with customers, people earning money on the platform and partners at enormous scale. Community Operations helps operationalise every new and existing product and idea that Uber comes up with - it's an organisation that touches every part of Uber
The team you'll be working with, the Asia-Pacific (APAC) Delivery Customer Experience team, is responsible for delivering innovative customer support to couriers, eaters and merchants on the Uber platform.
About the Role
The ANZ CX Team is responsible for delivering seamless experiences for our customers through policy creation, product launches, automations and strategic initiatives. This role in the Consumer team is perfect for those who enjoy creating efficiency in operations and a passion for continuous improvement. In this role you will be digging into the data, surfacing insights and working cross-functionally to deliver a smooth customer experience.
Your Impact in Role:
* Manage day-to-day consumer operations for Uber's Eaters, including: maintaining the health of Uber's support operations, and being the POC subject matter expert for complex and difficult issues impacting Consumers
* Lead cross-functional projects, leveraging data to identify and execute opportunities for improving customer experience
* Uplift Consumer support policies and processes across various topics including payments, risk, and fraud
* Drive consumer product implementations in CX
* Work with our customer support network to identify and deliver experience improvements
The Experience You'll Bring
Proven experience: whether it be in a contact center (BPO), Customer Support, Learning & Development, a start-up, bank, consultancy - you are someone who loves inspiring change in a fast-paced environment.
* Experience with processes, systematic organisation, and delivering high quality customer service.
* Project management experience. Proven ability to manage a program of work from beginning to end
* Data & Analytics: Leverage data to identify trends, inform decisions, and measure impact. Strong Excel / G Sheet proficiency is a must with SQL skills a bonus
* Communication: Clear and confident in both written and verbal communication, with the ability to tailor messaging to different audiences and contexts.
* Complex Problem Solving: Tackle ambiguity with structured thinking and creativity. Proactively break down issues to find practical, scalable solutions.
* Stakeholder Management: Build strong relationships across teams and functions. Skilled at influencing without authority and driving alignment around shared goals.