Program Specialist IV - Mobility Growth Bets

About the role

Uber Japan's Community Operations team is evolving beyond its traditional support scope to directly drive business growth. As part of this transformation, we have launched the Mobility Growth Bets pillar, a strategic initiative aimed at strengthening our collaboration with fleet partners and supporting the expansion of Uber's Mobility business in Japan.

We are seeking a Program Specialist (S4) to lead and scale these efforts within the Earner Customer Experience (CX) team. This role will focus on partner performance management, fleet onboarding, and key account management for both third-party (3P) and first-party (1P) SMB fleet partners (taxi companies). You'll manage a team of EXTs serving as account POCs, collaborate closely with Mobility Ops and CommOps counterparts, and own initiatives that contribute directly to supply growth and partner engagement.

This is a highly cross-functional role that combines operational execution, stakeholder management, and data-driven decision-making. It's ideal for a self-starter who can balance structure and agility in a fast-paced, evolving environment.

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 organization that touches every part of Uber!

What You'll Do:

• Own and scale Mobility Growth Bets initiatives that enable CommOps to directly contribute to business growth through fleet partner management and enablement.
• Manage a team of EXTs responsible for day-to-day account management, including onboarding, engagement, and performance support for fleet partners.
• Drive performance management by identifying trends, conducting root cause analyses, and implementing proactive interventions to improve partner KPIs (e.g., trip completion, activation, quality).
• Collaborate cross-functionally with Mobility Operations, CommOps, and other partner teams to align priorities, streamline processes, and continuously improve the fleet partner experience.
• Develop operational playbooks and frameworks to standardize account management practices across 1P and 3P models.
• Monitor and report key performance metrics, communicate insights to leadership, and identify opportunities to scale successful initiatives.
• Support the scoping and launch of the 1P SMB fleet management initiative, including defining engagement models, support processes, and success metrics.

• Minimum 4+ years of experience in operations, program management, or partner management, ideally within a fast-paced or tech-driven environment.
• Proven ability to analyze data, translate insights into actionable strategies, and drive measurable outcomes.
• Familiar with AI tools/initiatives, leveraging AI to bring business impact
• Strong stakeholder management and communication skills, with experience influencing cross-functional teams.
• Demonstrated ability to manage people or external teams, ensuring high-quality delivery and motivation.
• Fluent in Japanese and English (written and verbal).
• Comfortable working in ambiguous, evolving environments and taking ownership of new initiatives from ideation to execution.

• Experience in Mobility, Logistics, or Fleet Management industries.
• Prior experience managing BPOs or vendor teams.
• Strong understanding of the Japanese taxi industry.
• Strong understanding of Uber's Earner ecosystem and the dynamics of Japan's mobility market.
• Track record of process improvement or program scaling within a global or regional organization.
• Strategic thinker who can connect operational details to broader business impact.