Customer Experience Manager

2 weeks ago

Sydney, Australia Uber Full time

**#Greatmindsdontthinkalike**: At Uber, we take pride in our diversity and working environment that sees you as more than just a person that can do the job, but a unique individual that can level up our organisation with a perspective only you can offer. Uber provides a truly open culture that encourages all to voice their thoughts.

**About the Team**

Community Operations is the heart and soul of our **#BuildWithHeart** approach at Uber. It deals with Uber's matters between our customers, earners and partners at the enormous scale in which we operate. It is essentially the workhorse that helps operationalise every new and existing product and idea that Uber creates - it truly is an organisation that touches every part of the Uber business

**About the Role**

As the Customer Experience Manager you will own and deliver on the experience and support interactions our Riders and Eaters have with Uber each day in ANZ. This includes tackling some of the biggest operational challenges our Riders and Eater face, working with Global counterparts to embed best practices, and developing structural recommendations on how Community Operations as a team should pivot and adapt to rapid changes in our macro and competitive environment.

**Your Impact in Role**:

- **Lead strategy and key programs for the Consumer CX team**:Play a thought-leadership role with end-to-end executional ownership of major Consumer experience improvement programs, including rapidly testing and driving Consumer growth experiments.
- **Strategic Stakeholder Management**:Partner strategically with stakeholders across our organisation, be it Operations teams in ANZ, cross-functional teams across APAC, or counterparts across the globe to influence business priorities and push towards improving the overall Consumer experience.
- **Evolve and operationalise the future of Consumer support**: Deliver the evolution of Consumer support as we differentiate experiences based on persona (e.g. high value consumers) and products. Develop and operationalise the key initiatives and changes, including proposing and testing where our operations could best fit, and program managing key structural changes as the future-state of support launch and scale.
- **Reducing defect rates for Riders and Eaters**:Draw actionable recommendations with cross-functional stakeholders and implement solutions that help reduce the number of issues Consumers face, focusing on improving product and experience reliability.
- **Drive Automations and Gen-AI capabilities**:Program manage key initiatives to increase the adoption of automations and enhance the associated experience. Explore and test Gen-AI capabilities within our Centre of Excellence, making recommendations on how we could leverage AI to drive efficiencies.

**The Experience You'll Bring**:

- **Project manager**:You have superior project management experience, leveraging cross-functional stakeholders to execute high-impact projects in a past-paced and ambiguous environment.
- **Operational excellence**:Experience in customer support operations, or an operations-focused role. Experience in working with offshore teams from a remote location and/or team management experience is a plus.
- **Strategic toolkit**:You are a structured problem solver, able to turn ambiguous problems into tangible, outcomes focused initiatives. You're comfortable with both the conceptual high-level storylines, but also know when and where to dive into the details.
- **Analytical skill-set**:You are comfortable with data, leveraging it to uncover, interpret, and tell stories. You use data to persuade stakeholders and deliver favourable outcomes for our consumers.

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