Senior Customer Experience Manager, EarnerJoin to apply for the Senior Customer Experience Manager, Earner role at UberSenior Customer Experience Manager, EarnerJoin to apply for the Senior Customer Experience Manager, Earner role at UberGet AI-powered advice on this job and more exclusive features.#Greatmindsdontthinkalike: At Uber, we take pride in our diversity and working environment that sees you as more than just a person that can do the job, but a unique individual that can level up our organization with a perspective only you can offer. Uber provides a truly open culture that encourages all to voice their thoughts.About The TeamCommunity 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!About The RoleAs the Senior Customer Experience Manager, you will own and deliver on the experience and support interactions our Drivers and Delivery Partners have with Uber each day in ANZ.Responsible for strategy and operations, you will build, operate, scale and improve our Earner On-boarding (Funnel) and Active Earner Support for Australia and New Zealand.Based in Sydney, this multifaceted role requires a customer-first mindset, operational experience, business acumen, problem-solving skills, empathy, and a positive, solution-oriented attitude.Your Impact in RoleAdvocate for new tech solutions that can help make our support experience better and more cost-efficient. This includes balancing business needs for experience and DP sentiment with the long term benefits of GenAI, Automated resolution pathways etc. Be comfortable to use the right data points to tell the narrative to get strong buy-in from stakeholders.Deliver stellar operations outcomes according to agreed service level agreements: ensuring our support sites achieve the best customer outcomes for the most complex and difficult support issues our businesses encounter while maintaining efficiency and quality.Champion business needs as we evolve our support operations to help the ANZ business achieve its targets. You'll be taking the lead in translating ideas on a page into reality: operationalising new lines of business, which involves standing up a team, enacting new workflows and processes, fulfilling its knowledge management needs, and seeing the launch through from incubation stage to pilot to ongoing operations.Engage strategically with stakeholders, be it mega-regional general managers and function leads to influence business goals and priorities, central global teams to improve internal tools and the overall user experience, or local teams to improve how we move cities in Australia and New Zealand.Be a passionate advocate for all members of Uber's community and listen attentively to their feedback so we can positively influence how we interact with them, and provide actionable insight to the rest of the company that directly impacts how Uber works.The Experience You'll BringStrategic toolkit: You are a structured problem solver, able to turn ambiguous problems into tangible, outcomes focused initiatives. You're comfortable with the conceptual high-level storylines, but also know when and where to dive into the details.Operational excellence: Experience in customer support operations, or an operations-focused role. Experience in working with offshore teams from a remote location and/or team management experience is a plus.Analytical skill-set: You are comfortable with data, leveraging it to uncover, interpret, and tell stories. You use data to persuade stakeholders and deliver favourable outcomes for our consumers. SQL proficiency is a plus.Project manager: You have excellent project management experience, leveraging cross-functional stakeholders to execute high-impact projects in a fast-paced environment.Seniority levelSeniority levelMid-Senior levelEmployment typeEmployment typeFull-timeJob functionJob functionOtherIndustriesInternet Marketplace PlatformsReferrals increase your chances of interviewing at Uber by 2xSign in to set job alerts for “Customer Experience Manager” roles.Sydney, New South Wales, Australia 2 weeks agoSydney, New South Wales, Australia 2 weeks agoSydney, New South Wales, Australia 2 weeks agoSydney, New South Wales, Australia 2 days agoSydney, New South Wales, Australia A$80,000.00-A$95,000.00 4 days agoSurry Hills, New South Wales, Australia 1 week agoSydney, New South Wales, Australia 6 months agoSydney, New South Wales, Australia A$70,000.00-A$75,000.00 3 weeks agoSydney, New South Wales, Australia 2 weeks agoSydney, New South Wales, Australia 4 days agoSydney, New South Wales, Australia 6 days agoSydney, New South Wales, Australia A$100,000.00-A$130,000.00 2 weeks agoSenior Customer Success Manager, Public SectorSydney, New South Wales, Australia 4 days agoPyrmont, New South Wales, Australia 4 weeks agoSydney, New South Wales, Australia 4 weeks agoNorth Sydney, New South Wales, Australia 1 day agoSydney, New South Wales, Australia 2 weeks agoSydney, New South Wales, Australia 2 months agoSydney, New South Wales, Australia 1 day agoSydney, New South Wales, Australia 4 days agoSydney, New South Wales, Australia 2 weeks agoCustomer Delivery Experience Manager, ACESSydney, New South Wales, Australia 1 day agoSydney, New South Wales, Australia 1 month agoSydney, New South Wales, Australia 1 month agoCustomer Success Manager II, Scale (FTC)We’re unlocking community knowledge in a new way. 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