Strategic Programs Lead APAC, Community Operations

About the Role

In the Mobility Customer Experience team, we own the support experience for Uber riders and drivers. We thrive at the intersection of high-quality service and operational efficiency, leveraging automation and global support networks to keep Uber moving. In this role, you'll lead the charge on efficiency by tackling fraud and operational waste, directly reallocating recovered resources toward initiatives that drive superior support quality.

Your Impact in Role:

1. Strategic Planning & Governance: Lead regional business planning and reviews for APAC leadership. Partner with Global S&P to elevate market insights and ensure follow-through on action items.
2. Finance Plan Accountability: Own financial performance by optimising cost-effectiveness levers. Act as a cross-functional \"strike lead\" to course-correct performance and meet financial targets.
3. Defect Reduction: Lead cross-market programs to reduce customer defects. Use data-driven insights from Ops and Product teams to eliminate systemic friction.
4. Network & Channel Strategy: Architect the ideal agent footprint and channel mix. Collaborate globally to leverage efficient service models and right-size field operations.
5. Policy & ROI Optimization: Develop a robust framework to measure the ROI of rider/driver policies. Maximize the impact of refund and appeasement spending while closing loopholes in fraud and abuse detection.
6. Systemic Efficiency: Eliminate duplicative costs by refining automation, phone routing, and escalation paths. Drive the adoption of scalable tools while decommissioning inefficient ones.
7. Regional Advocacy: Serve as the strategic POC for APAC-ANZ/INSA for some global programs to ensure support infrastructure is world-class and market-ready.
8. Leadership & Execution: Directly manage and develop junior talent. Mobilize cross-functional teams across time zones, translating complex visions into executed reality with speed and persistence.

The Experience You'll Bring:

Build the Future with Us: Love a blank canvas? We need a self-starter who views ambiguity as an opportunity rather than a hurdle. This role is brand new, meaning you'll have the autonomy to shape the roadmap and set the pace. We need a \"builder-fixer\" hybrid: someone who can architect complex systems but isn't afraid to dive into the weeds to get things done quickly.

Your Background

1. Proven track record in designing and scaling business planning cycles and operational rhythms.
2. Professional experience in Strategy, Ops, Consulting, or Finance, with a history of getting results in a matrixed organisation dealing with global and cross-functional teams.
3. Above average (verbal and written) communication skills with the ability to influence stakeholders at all levels.

Preferred Qualifications:

1. Strong financial acumen, with a deep understanding of ROI, testing and measuring success, investment trade-offs, and performance levers.
2. Ideally, strategic but will enjoy and not hesitate diving into the details (when needed) to move things fast.
3. Experience leading global / regional programs

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.