Senior Customer Experience Manager - Earner Core Experience

About the role

We are seeking a Customer Experience Manager to lead and scale these efforts within the Earner Customer Experience (CX) team. The role is responsible for owning the strategy for Earner support operations and Funnel support, as well as driving key strategic initiatives. This includes supporting project execution, team planning, long-term strategy development, and contributing to Business Reviews (e.g., QBRs and CommOps BRs).

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!

• Accountable for overall Earner support experience: You will be accountable for the overall experience of Japan Earners (Uber Drivers and Uber Eats Couriers) when they engage with our support teams. You will be responsible for key metrics like Defect Rate, CSAT, Automation Rate, Cost of Support and First Contact Resolution etc.
• Drive and manage CX programs: oversee the planning, coordination, and execution of customer experience initiatives, ensuring programs are delivered on time, aligned to objectives, and effectively communicated across teams.
• Drive experience optimisation: use data to drive evidence-based recommendations (ie policy changes/experiments)
• Manage a complex set of stakeholders: act as a strong cross-functional partner to the business by clearly articulating recommendations, trade-offs, and implications of customer experience initiatives. Provide clarity to cross functional teams by providing clear principles and decisions.

• 6+ years of experience in program management, consulting, corporate strategy, or similar fields
• Familiar with AI tools/initiatives, leveraging AI to bring business impact
• You have an entrepreneurial mindset and take ownership
• Strong stakeholder management and communication skills, with experience influencing cross-functional teams.
• Ability to handle multiple priorities and to meet deadlines in stressful situations
• Passionate about our mission and moving people in all senses of the word
• Fluent in Japanese and English (written and verbal).

• Experience in SQL
• 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.