#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 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 ANZ CX Team is responsible for delivering seamless experiences for our
customers through policy creation, product launches, automations and
strategic initiatives.
About the Role
We are seeking a dynamic and strategic Customer Experience Program
Specialist to join our APAC Grocery & Retail team as the APAC GR Earner
Lead, covering Earner operations and initiatives across Australia & New
Zealand, Japan and Taiwan. In this role, you will be the first point of
contact for all Earner-related initiatives and operations across Grocery
support operations. You will play a critical role in optimising support
experiences, ensuring seamless execution of new processes, and staying
closely connected to the operation.
This is a high-impact and fast-paced role that requires strategic
problem-solving, global stakeholder management, and a deep understanding
of the GR Earner experience and operational landscape. You'll drive the
evolution of our support models and policies, ensuring they scale
effectively to meet the needs of a growing business.
Your Impact in Role:
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Lead APAC Earner CX Operations – Act as the first point of contact for
all Earner-related initiatives across ANZ, JP, and TW, ensuring seamless
support experiences across MPP and CPP.
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Own Operational Management & Escalations – Stay closely connected to
the MPP and CPP operations, serving as the escalation POC for critical
CPP Earner issues and ensuring efficient resolution of challenges.
-
Leverage Data for Impact – Analyse trends, identify pain points, and use
data-driven insights to drive strategic decisions and improve
operational efficiency.
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Manage Key Stakeholder Relationships – Collaborate with regional and
global teams, aligning priorities across multiple markets.
The Experience You'll Bring:
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Stakeholder management skills – Proven ability to collaborate and
influence cross-functional teams, balancing regional and global
priorities while driving alignment across multiple markets.
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Data-driven problem-solving – Ability to analyse large data sets,
extract meaningful insights, and translate findings into actionable
strategies to improve Earners’ experience and operational efficiency.
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Operational expertise and adaptability – Experience working in dynamic,
fast-paced environments with a strong understanding of customer support,
policy implementation, and process optimisation in a scaling business.
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Experience in automation and process improvement – Familiarity with
leveraging technology, AI, or automation to streamline support
operations and enhance efficiency, particularly in a high-growth or
customer support environment.
We welcome people from all backgrounds who seek the opportunity to help
build a future where everyone and everything can move independently. If
you have the curiosity, passion, and collaborative spirit, work with us,
and let’s move the world forward, together.
Offices continue to be central to collaboration and Uber’s cultural
identity. Unless formally approved to work fully remotely, Uber expects
employees to spend at least half of their work time in their assigned
office. For certain roles, such as those based at green-light hubs,
employees are expected to be in-office for 100% of their time. Please
speak with your recruiter to better understand in-office expectations for
this role.
*Accommodations may be available based on religious and/or medical
conditions, or as required by applicable law. To request an
accommodation, please reach out to
accommodations@uber.com.
