CX Program Specialist, Earner

16 hours ago

Sydney, New South Wales, Australia Uber Full time
This is a CX Program Specialist, Earner role with Uber based in Sydney, NSW, AU
== Uber ==

Role Seniority - junior

More about the CX Program Specialist, Earner role at Uber

About the Role

The ANZ Earner CX team is responsible for delivering seamless experiences for our partners through policy creation, product launches, automations and strategic initiatives.

We focus on delivering cost-effective support, addressing earner VOC, and developing strategies to improve the earner experience in a very fast moving marketplace landscape

As a CX Program Specialist, you will play a critical role in improving support processes, optimizing workflows, and driving operational excellence for both merchant partners and internal stakeholders. This role requires process improvement skills, good attention to detail, and general problem-solving acumen and curiosity. You will work closely with cross-functional teams and BPO partners to streamline operations, solve pain points, and implement impactful initiatives.

Your Impact in Role:

  1. Policy and Support Experience improvements - See trends in earner issues, fix policy and process gaps, recommend experience improvements

  2. Project Management – Support execution of key initiatives. Key projects in H2 include Sales teams, Defect Reduction and GenAI support tech rollouts.

  3. Collaborate with Cross-Functional Teams – Work closely with key POCs such as Analytics, Vendor Management, Workforce Management, L&D, Content, and Operations to align strategies and drive continuous improvement.

  4. Support Teams Coordination – Ensure smooth and efficient operations within third-party support teams, optimizing performance and service quality.

  5. Troubleshoot and Solve Ad-Hoc Issues – Proactively address operational challenges, ensuring a seamless earner support experience.

The Experience You'll Bring:

  1. Stakeholder Management – Experience working cross-functionally and globally to align priorities, execute initiatives, leverage synergies and manage expectations.

  2. Adaptability – Ability to navigate ambiguity, prioritize multiple projects, and thrive in a rapidly evolving landscape.

  3. Attention to Detail – A meticulous approach to process documentation, execution, and operational accuracy.

Preferred Qualifications:

  • Experience in BPO operations and/or Customer Experience (CX).

  • Hands-on experience with SQL

  • GenAI support transformation / optimisation

Before we jump into the responsibilities of the role. No matter what you come in knowing, you'll be learning new things all the time and the Uber team will be there to support your growth.

Please consider applying even if you don't meet 100% of what's outlined

Key Responsibilities
  • Improving policy and support experience
  • Managing key projects
  • Collaborating with cross-functional teams
Key Strengths
  • Process improvement skills
  • Attention to detail
  • Problem-solving acumen
  • Experience in BPO operations
  • Hands-on experience with SQL
  • GenAI support transformation
Why Uber is partnering with Hatch on this role. Hatch exists to level the playing field for people as they discover a career that's right for them. So when you apply you have the chance to show more than just your resume.

A Final Note: This is a role with Uber not with Hatch.

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