Program Specialist - Customer Experience

About the Role

This is a role where you get to directly influence the customer experience for Restaurant

Partners in our Merchant LOB. You will be responsible for making their experience as

smooth as possible by creating internal processes and acting as a bridge between the

our support network and the wider business. This includes facilitating resolutions of raised

issues with internal stakeholders.

Your Impact In Role

Deliver stellar operations outcomes according to agreed service level

agreements: ensuring our offshore contact centre teams achieve the best

customer outcomes for the most complex and difficult support issues our

businesses encounter, and ensuring our support metrics stay green, operate

efficiently and maintain the highest level of quality by:

1. Being 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.
2. Engage with stakeholders, be it central regional teams to improve internal tools and the overall user experience, or local teams to improve how we move cities in Australia and New Zealand.
3. Find opportunities to improve metrics and deliver on these initiatives, report on performance and provide useful insights to stakeholders.

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.

1. Experience with processes, systematic organisation, and delivering high quality customer service.
2. Project management experience. Proven ability to manage a program of work from beginning to end
3. Logical attitude. Making decisions and sound business judgment through strong analytical thinking and commercial / operational mindset. Excel proficiency.

Preferred Qualifications

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

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.

Client-provided location(s): Sydney, Australia

Job ID: Uber-146640

Employment Type: FULL_TIME

Posted: 2025-08-06T00:46:26