About the Role
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 operationalize every new and existing product and idea that Uber.
You will be looking after the end-to-end experience of Uber Eats Taiwan Merchants through overseeing the design of delivery-related scenarios, journey steps and touchpoint actions, to ensure both competitive in-market customer experience and on-going operational excellence.
In this role, you will be supporting and monitoring a wide variety of projects across teams and to continuously drive experience quality, while supporting cross-functional initiatives and daily operations.
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You need to love solving problems with logic and evidence with customer obsession; you are encouraged to think creatively, identify data trends, suggest improvements, and help in the creation of efficient processes and user-hugging solutions. You will be required to manage both projects and cross-functional stakeholders, to meet short term goals and align with long term priorities.
On day-to-day operation, you will guard the merchant experience through the revamp of customer support logic for merchants and restaurant partners.
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!
What You'll Do:
- Own the Merchant Line of Business (LOB) and support playbook - this includes daily operations and daily / long-term metrics excellency.
- Collaborate with cross-functional teams and service providers to drive competitive customer experience and service efficiency and excellence for Consumers at different life cycles.
- Conduct regular data analysis and user research to surface customer and process insights that identify opportunities to drive improvement.
- Deliver results through project management - define project scope, breakthroughs and run resources accordingly, while driving cross-functional accountability, adherence and compliance with deadlines.
The Experience You'll Bring:
- Problem Solving with Customer Obsession: Ability to spot problems, discover opportunities, and recommend solutions with tradeoffs that always have customer centricity in mind.
- Project & Stakeholder Management: Able to scope projects, run multiple, active work-streams, and meet deadlines; establishes productive working relationships and manages stakeholder expectation well.
- Teamwork & Inclusivity: Works independently and asks for help when needed so as to avoid delays. Appreciates working with people from different cultures and across time zones to develop strategies and cultivate a cohesive and creative work environment.
- Languages: Proficient in English and Mandarin (spoken and written)
- Analytical Skills: Ability to analyze data, identify trends, relationships and to present said findings coherently and expertly. Expertise in Excel is a pre-requisite for this role.
- Experience in Business/Academic level writing (business emails, customer service emails, announcements, etc) in both Traditional Chinese and English.
- 2+ years of professional working experience in in operations, program management, strategy and planning or customer support initiatives.
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.