Program Specialist, Eater Customer Experience
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 team you'll be working with, the Asia-Pacific (APAC) Delivery Customer Experience team, is responsible for delivering innovative customer support to couriers, eaters and merchants on the Uber platform.
About the Role
The ANZ CX Team is responsible for delivering seamless experiences for our customers through policy creation, product launches, automations and strategic initiatives. This role in the Consumer team is perfect for those who enjoy creating efficiency in operations and a passion for continuous improvement. In this role you will be digging into the data, surfacing insights and working cross-functionally to deliver a smooth customer experience.
Your Impact in Role:
- Manage day-to-day consumer operations for Uber's Eaters, including: maintaining the health of Uber's support operations, and being the POC subject matter expert for complex and difficult issues impacting Consumers
- Lead cross-functional projects, leveraging data to identify and execute opportunities for improving customer experience
- Uplift Consumer support policies and processes across various topics including payments, risk, and fraud
- Drive consumer product implementations in CX
- Work with our customer support network to identify and deliver experience improvements
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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.
- Experience with processes, systematic organisation, and delivering high quality customer service.
- Project management experience. Proven ability to manage a program of work from beginning to end
- Data & Analytics: Leverage data to identify trends, inform decisions, and measure impact. Strong Excel / G Sheet proficiency is a must with SQL skills a bonus!
- Communication: Clear and confident in both written and verbal communication, with the ability to tailor messaging to different audiences and contexts.
- Complex Problem Solving: Tackle ambiguity with structured thinking and creativity. Proactively break down issues to find practical, scalable solutions.
- Stakeholder Management: Build strong relationships across teams and functions. Skilled at influencing without authority and driving alignment around shared goals.
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.
Perks and Benefits
Health and Wellness
- Health Insurance
- Health Reimbursement Account
- Dental Insurance
- Vision Insurance
- Life Insurance
- FSA With Employer Contribution
- Fitness Subsidies
- On-Site Gym
- Mental Health Benefits
Parental Benefits
- Fertility Benefits
Work Flexibility
- Flexible Work Hours
- Remote Work Opportunities
- Hybrid Work Opportunities
Office Life and Perks
- Casual Dress
- Pet-friendly Office
- Snacks
- Some Meals Provided
- On-Site Cafeteria
Vacation and Time Off
- Paid Vacation
- Unlimited Paid Time Off
- Paid Holidays
- Personal/Sick Days
- Sabbatical
- Volunteer Time Off
Financial and Retirement
- 401(K)
- Company Equity
- Performance Bonus
Professional Development
- Work Visa Sponsorship
- Associate or Rotational Training Program
- Promote From Within
- Mentor Program
- Access to Online Courses
Diversity and Inclusion
- Employee Resource Groups (ERG)
- Diversity, Equity, and Inclusion Program