APAC CX Persona Lead (12 month FTC)

About the Team

Community Operations (CommOps) is central to delivering Uber's #BuildWithHeart ambition at scale. Across APAC, we enable high-quality, reliable, and differentiated experiences for Eaters, Merchants, and Earners, ensuring our platform works seamlessly for every persona we serve.

As we continue to mature our global operating model, we are moving toward a persona-led approach that places the unique needs of Eaters, Merchants, and Couriers at the centre of how we design, prioritise, and scale experience strategy.

About the Role

Each APAC CX Persona Lead is the regional owner of experience strategy and performance for a defined persona (Eater, Merchant, or Courier). This temporary position will provide flex across these roles for paternity leave cover of multiple team members in the APAC CX org.

This role sits at the intersection of Commercial, Operations, Product, and Support, with accountability for shaping the persona vision, influencing regional and global roadmaps, and ensuring execution delivers measurable commercial and customer impact. You will operate as both a strategic thought partner and execution leader, aligning cross-functional stakeholders to elevate experience quality, scalability, and efficiency across APAC markets.

Your Impact in Role:

Persona Strategy & Vision

- Define and own the regional CX strategy and multi-year roadmap for your persona.
- Act as the single-threaded regional voice, influencing global prioritisation and ensuring APAC needs are represented.
- Translate macro trends, competitive dynamics, and operational insights into forward-looking experience strategy.

Business & Commercial Impact

- Position CommOps as a strategic value driver by embedding experience insights into commercial planning, retention, and growth strategies.
- Connect operational performance to measurable business outcomes, including satisfaction, reliability, and revenue impact.
- Partner with senior regional leaders to align experience investments with broader business priorities.

Operational Excellence & Transformation

- Lead high-impact, cross-functional initiatives that structurally improve quality, reduce defects, and increase scalability.
- Drive the evolution of support models, including automation and AI-enabled capabilities, to deliver differentiated persona experiences.
- Ensure disciplined governance, prioritisation, and performance management across markets.

Cross-Regional Leadership

- Align diverse APAC markets under a coherent regional vision while adapting to local nuance.
- Influence without authority across complex stakeholder environments, fostering strong collaboration between Commercial, Product, and CommOps teams.

The Experience You'll Bring

- Proven experience owning strategy and execution in complex, matrixed organisations.
- Strong commercial and operational acumen, with the ability to translate experience improvements into business impact.

- Demonstrated success influencing senior stakeholders and driving cross-functional alignment.
- Deep analytical capability and comfort navigating ambiguity at pace.
- Experience operating across multiple APAC markets preferred.

Uber's mission is to reimagine the way the world moves for the better. Here, bold ideas create real-world impact, challenges drive growth, and speed fuelds progress. What moves us, moves the world - let's move it 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.