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Lead, ANZ Eater Experience

2 weeks ago

Sydney, New South Wales, Australia Uber Full time

About The Team
Community Operations is the heart and soul of our #BuildWithHeart approach at Uber. We work with customers, people earning money on the platform and partners at enormous scale. Community Operations helps operationalise every new and existing product and idea that Uber comes up with - it's an organisation that touches every part of Uber

The team you'll be working with, the Asia-Pacific (APAC) Delivery Customer Experience team, is responsible for delivering innovative customer support to couriers, eaters and merchants on the Uber platform.

You will lead the Australia and New Zealand (ANZ) operations. ANZ is both a mature and rapidly expanding market for Uber across Mobility and Delivery businesses. Being a strategically important market, new products and initiatives are often prioritised for experimentation and implementation in ANZ first.

About The Role
The ANZ Eater Experience Lead role is a seasoned operational and strategic leader responsible for the end to end customer experience of our Eaters across Australia and NZ. This role develops the longer term ANZ customer support vision and strategy, tests and builds creative solutions which improve the quality of experience whilst returning strong ROI, delivers business cost optimisations, and runs strategic operational programs. This multifaceted role requires a customer-first mindset, operational experience, business acumen, problem solving skills and a positive, solution-oriented attitude and a great approach to team leadership.

Your Impact in Role
Working Alongside The Business, You Will Set The Customer Support Strategy And Plan For Uber's Eaters That Supports Sustainable Growth And Delivers Support Where It Matters Most. This Includes

  • Operations and Performance Management: Manage and monitor the ANZ Eater CX support and operational activities, ensuring delivery to experience targets and budget, and appropriate escalation and solving of customer issues at scale.
  • Strategic Planning and Execution: Develop the medium to long term Eater CX vision and strategy for ANZ, working closely with the business, APAC and Global teams. This could include a variety of programs ranging from: developing an approach to high priority customer segments, driving experience satisfaction, contributing to incremental trip growth, helping reduce churn, or optimising cost.
  • Stakeholder Management: Be a great partner to our Eater ops teams and other commops teams to facilitate decision making by outlining recommendations & trade-offs for CX solutions.
  • Leadership and People Management: Manage, develop and lead the Eater team, investing in team member competency and career development. Be a key leader in the APAC CX team, representing ANZ CommOps at senior stakeholder discussions and forums.
  • Analytical Thinking and Problem Solving: Be highly proficient at analysing customer and operational data to understand impact of implementations and identify opportunities for improvement. Be a strong problem solver who has the ability to break down problems into steps that will drive inputs into product development

The Experience You'll Bring

  • Experience in operations, program management, strategy development and implementation, or customer experience
  • Strong stakeholder intuition and communication skills: You have a strong ability to work with stakeholders from multi-cultural environments, persuading them with trust and credibility. You have strong verbal and written communication skills
  • Structured, analytical thinking and problem solving skills: You are able to quantify business problems in a data-driven way, define intervention plans, and demonstrate measurable outcomes. Proficiency in SQL and other analytics platforms is also an advantage
  • Passion for continuous improvement: We constantly welcome change, improving processes to raise standards. You must be always on your toes - finding the next opportunity to improve the way things were, and highly driven to take ownership and make the change yourself

Preferred Qualifications

  • Experience leading project teams directly
  • Advanced analytical capabilities, including knowledge of statistics and proven experience in SQL and Python.
  • Advanced slides / presentation skills with demonstrated experience crafting executive-ready material (presentations, recommendations) and working closely with senior leaders
  • Formal people leadership experience