About the Role
Uber is looking for a Head of Customer Experience for Taiwan and Hong Kong. The role will be centered on optimizing and continuously improving the customer experience across all support channels for the rapidly growing Mobility, Delivery and emerging businesses. The role is the face of the Community Operations team on the ground in Taiwan and Hong Kong.
Your mission is to deliver a world class experience for our customers. This includes managing the overall operations, footprint strategy, channel strategy, and managing financial and operational targets. You will be responsible for delivering great customer satisfaction and managing strategic projects to support different business initiatives. The role combines all these facets as well as managing senior and cross-functional stakeholder relationships across the broader business, and most of all - being customer obsessed.
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What You'll Do:
- Own the customer support experience: Be the face and owner of the customer support experience, from strategy to design to execution. Our core function is around customer support though we may also engage in activities leveraging our scale and operations to help with other functions
- Provide strategic and thought leadership: The role sits on the leadership teams in Taiwan, Hong Kong and in APAC CommOps, and is expected to contribute thought and execution leadership to both
- Be the voice of the customer: Be a champion for our customers by continually providing the voice of the customer back to the business to improve the experience and help inform business decisions
- Lead teams: Lead the Community Operations team for Taiwan and Hong Kong. While there will be both direct line reports and indirect line reports within the APAC and Global CommOps organization based in the market, the role will have oversight over the culture and management of all team members on the ground. Responsibilities include but is not limited to managing, coaching, developing and motivating the team
- Collaborate with regional and global teams: We work in a matrixed organization where we lean into deep functional expertise at a regional and global level. The role needs excellent stakeholder management to navigate through a matrix organization to be successful
What You'll Need:
//Business acumen and communication skills
- Analytical problem solving: Expertise in analyzing customer experience issues, developing structured solutions, and making data-driven decisions
- Clear and concise communication: Excellent communication skills, both written and verbal, for clear and concise interaction with team members and stakeholders
- Positive and improvement-oriented mindset: Ability to maintain a calm, improvement-oriented mindset and foster an open and curious work environment
//People and stakeholder management skills
- Relationship building: Strong ability to build and maintain relationships with internal and external stakeholders to ensure cohesive efforts
- Proven people management: Track record of effective people management and developing high-performing teams
- Performance management: Proficiency in managing performance professionally and fairly
//Leadership and team management skills
- Inspirational leadership: Ability to provide inspirational leadership and foster a high-performance environment
- Goal setting and development: Expertise in setting clear team goals, monitoring progress, and providing development opportunities
- Navigating challenges: Skill in guiding teams through challenging situations and ensuring alignment with business objectives
Basic and Preferred Qualifications:
- Leadership experience: 15 years+ of successful track record in managing large diverse teams and complex stakeholder relationships. Candidates from top-tier strategy consulting firms with less years of experience will also be considered
- Experience in a matrixed environment: Demonstrated experience working effectively in a global, matrixed organization, managing dotted line relationships, and making data-driven decisions a plus
- Strategy experience: Experience in a top-tier strategy consulting firm (e.g., McKinsey, BCG, Bain) or in an internal strategy group within a firm that drives top-down decision-making based on strategic recommendations, preferably in a high-intensity environment
- Communication skills and fluency in multiple languages: Verbal and written fluency in English required. Verbal and written fluency in Mandarin and/or Cantonese preferred
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.
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.
*Accommodations may be available based on religious and/or medical conditions, or as required by applicable law. To request an accommodation, please reach out to accommodations@uber.com.