Customer Experience Lead

**About the Role**

We are looking to hire a leader to shape and steer the Magical Experience pillar in APAC. In this role, you will shape and drive strategic initiatives to improve overall consumer experience, reducing defects across merchants, earners and consumers. You will be the champion of customer obsession in the Delivery business in APAC.

**Your impact in role**
- Strategic thinking & Operationalising: Shaping strategy around the Magical Experience pillar with senior leaders across the business and also independently devising a game plan to operationalise the program in APAC
- Program Management: Independently drive complex projects on critical topics like merchant defects, consumer pre-order experience etc.
- Stakeholder management: Rallying cross-functional teams (Operations, Sales and Account Management teams, Support teams, Product teams etc) towards a common goal and deliver results.
- Creative thinking: Reduce frictions and customer defects creatively to help improve operational metrics. Display a creative solutions-driven mindset, with an anything is possible attitude.
- People Management: Supervise data analysts across various teams to perform deep-dives on core issues with customer defects, including product and app defects

**The experience you'll bring**
- Experience in management consulting, Project Management or operations domain
- Customer Obsession: Ability to step into driver shoes and think deeply and empathically about their problems
- Experience across Operations, Product, Customer Support
- Track record of setting up and managing large cross-functional programs to handle a plethora of senior internal and external stakeholders
- Problem Solving: Ability to think through complex business problems with multiple constraints and devise practical solutions.
- Balance attention to detail with swift execution - we need to do things quickly, and we need to do them well
- Self-starter - the ability to self-serve, investigate and get the data we require will make you much more effective in this role
- Grittiness. You never hesitate to roll up your sleeves and address something hands-on, you persevere when others fall away

At Uber, we reimagine the way the world moves for the better. The idea was born on a snowy night in Paris in 2008, and ever since then, our DNA of reimagination and reinvention carries on. We’ve grown into a global platform moving people and things in ever-expanding ways, taking on big problems to help drivers, riders, delivery partners, and eaters make movement happen at the push of a button for everyone, everywhere.

We welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently. If you have the curiosity, passion, and collaborative spirit, work with us, and let’s move the world forward, together.

Uber is proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know by completing this form.

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.