Customer Experience Manager

3 days ago

Sydney, New South Wales, Australia Uber Full time

**About the Role at Uber**

We are seeking an experienced leader to manage and lead a critical line of business handling safety incidents for our Australia and New Zealand customers. As a Safety Operations Lead, you will be responsible for day-to-day operational routines, building a culture of integrity and excellence, solving problems and improving processes through projects and initiatives, and partnering relationships across the larger business.

The successful candidate will have strong people management skills, including dispute resolution, training & development, and reporting. You will also have experience in a high-volume, fast-paced customer-facing role, with a focus on safety support.

In this role, you will be accountable for the continuous improvement of safety processes and policies, leveraging customer and team insights to drive positive and meaningful change. You will work closely with global Community Operations teams, and local stakeholders to drive handling excellence and act as a local point of contact and subject matter expert.

Key Responsibilities:
  • Lead and motivate a team navigating sensitive cases in a fast-paced environment to deliver on operational key performance indicators (KPIs) and Service Level Agreements (SLA)
  • Employ critical thinking, emotional intelligence, and creative problem-solving skills to help employees navigate sensitive cases and high-severity safety concerns
  • Provide oversight for escalated requests across our safety lines of business, challenging yourself and your team to solve the most complicated and interesting problems our users face

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