Sr. Customer Experience Manager

About the Role

At Uber, we ignite opportunity by setting the world in motion. In South Korea, Uber Korea is growing fast, carving out a meaningful foothold in a highly competitive market. To continue its growth and success in the ever-changing environment, we need to be not only scalable but also constantly enhance our support operations. We are looking for a senior manager to strategize to deliver the best customer support experiences for the trip from end to end, shaping the future of support while passionate about growing the business by increasing the driver base.

Your Impact in Role

• You will oversee and shape the strategy for our driver support experience/acquisition strategy, ensuring operational excellence, service quality, and long-term scalability
• Develop executive-level communications and presentations for Uber's leadership, leveraging strong verbal, written, and visual communication skills
• Collaborate with various teams in Operations, Sales, CommOps, and Product across Uber to develop high-impact solutions
• Develop an in-depth understanding of customer experience by incorporating quantitative and qualitative insights
• Tackle day-to-day operational changes and root cause issues while leveraging VOC to build a program/influence other functional teams
• Own key KPIs, including CSAT, Resolution time, Self-service rate, and Supply acquisition metrics to ensure continuous experience improvement and growth.

• Analyze performance metrics and identify improvement opportunities
• Lead cross-functional programs and projects
• Develop and deliver executive-level communications

• 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
• 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
• Strong verbal and written communication skills in English and Korean.
• Outstanding interpersonal skills

• Experience in a top-tier strategy consulting firm (e.g., McKinsey, BCG, Bain) or in an internal strategy group within a firm that drives top-down decision-making based on strategic recommendations, preferably in a high-intensity environment
• Strong program management skills with superior organizational, time management, and prioritization skills
• Excel/data management skills, working knowledge of SQL