Customer Experience Program Specialist

About the Role

Uber's vision is to become the go-to platform for getting anything delivered, anytime. As we scale the Retail business across APAC, we're seeking a dynamic and strategic Customer Experience Program Specialist to join our APAC Retail Community Operations team, supporting Retail support operations and initiatives across Australia & New Zealand. In this role, you will be a primary point of contact for ANZ Retail operational initiatives, partnering closely with global and local teams to ensure strong alignment between strategy, execution and market needs.

You will play a critical role in optimising support experiences, strengthening operational processes, and ensuring seamless implementation of new policies, products and workflows across the Retail support ecosystem.

This is a high-impact and fast-paced role that requires strategic problem-solving, global and regional stakeholder management, and a strong understanding of the Retail operational landscape. You'll help shape and evolve our support models, identify improvement opportunities, and ensure our operations scale effectively to meet the needs of a rapidly growing business.

Your Impact in Role:

1. Act as a Primary ANZ Retail POC: Stay closely connected to day-to-day Retail support operations, manage escalations, and ensure smooth execution of key workflows and initiatives.
2. Drive Operational Excellence: Analyse trends, identify pain points, and use data-driven insights to improve processes, close experience and policy gaps, and enhance the quality of support.
3. Manage Key Stakeholder & BPO Partnerships: Collaborate with global, regional and local partners, and oversee BPO performance to ensure alignment, consistency and high-quality execution.
4. Support Tooling, Automation & Policy Execution: Monitor tooling and automation performance, surface operational needs to product teams, and ensure successful roll-out of new policies, products and processes.
5. Lead Cross-Functional Projects: Structure and deliver end-to-end projects, define success metrics, and drive sustainable improvements across ANZ Retail operations.

The Experience You'll Bring:

1. Operational experience: Experience in support, customer service or CX operations with a strong understanding of performance metrics, escalation flows and day-to-day operational execution in a scaling environment.
2. Strong stakeholder management skills: Proven ability to collaborate and influence across global, regional and local teams, driving alignment in a complex, cross-functional environment.
3. Analytical and data-driven mindset: Comfortable working with data dashboards and spreadsheets to identify trends, extract insights, and translate findings into clear operational actions.
4. Customer-centric judgement: A strong sense of empathy and commitment to improving end-to-end user experiences.

Preferred Experience:

1. Process and automation orientation: Familiarity with improving systems, leveraging tooling or automation, and identifying opportunities to streamline support operations.
2. Proactive and self-driven: Organised, adaptable, and able to prioritise effectively with minimal guidance; thrives in ambiguity and fast-changing contexts.

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.