#Greatmindsdontthinkalike: At Uber, we take pride in our diversity and working environment that sees you as more than just a person that can do the job, but a unique individual that can level up our organisation with a perspective only you can offer. Uber provides a truly open culture that encourages all to voice their thoughts.
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!
About the Role
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As the Senior Customer Experience Manager, you will own and deliver on the experience and support interactions our Drivers and Delivery Partners have with Uber each day in ANZ.
Responsible for strategy and operations, you will build, operate, scale and improve our Earner On-boarding (Funnel) and Active Earner Support for Australia and New Zealand.
Based in Sydney HQ, this multifaceted role requires a customer-first mindset, operational experience, business acumen, problem-solving skills, empathy, and a positive, solution-oriented attitude.
Your Impact in Role:
- Deliver stellar operations outcomes according to agreed service level agreements: ensuring our support sites achieve the best customer outcomes for the most complex and difficult support issues our businesses encounter while maintaining efficiency and quality.
- Champion business needs as we evolve our support operations to help the ANZ business achieve its targets. You'll be taking the lead in translating ideas on a page into reality: operationalising new lines of business, which involves standing up a team, enacting new workflows and processes, fulfilling its knowledge management needs, and seeing the launch through from incubation stage to pilot to ongoing operations.
- Engage strategically with stakeholders, be it mega-regional general managers and function leads to influence business goals and priorities, central global teams to improve internal tools and the overall user experience, or local teams to improve how we move cities in Australia and New Zealand..
- Be a passionate advocate for all members of Uber's community and listen attentively to their feedback so we can positively influence how we interact with them, and provide actionable insight to the rest of the company that directly impacts how Uber works.
The Experience You'll Bring:
- Strategic toolkit: You are a structured problem solver, able to turn ambiguous problems into tangible, outcomes focused initiatives. You're comfortable with the conceptual high-level storylines, but also know when and where to dive into the details.
- Operational excellence: Experience in customer support operations, or an operations-focused role. Experience in working with offshore teams from a remote location and/or team management experience is a plus.
- Analytical skill-set: You are comfortable with data, leveraging it to uncover, interpret, and tell stories. You use data to persuade stakeholders and deliver favourable outcomes for our consumers. SQL proficiency is a plus.
- Project manager: You have excellent project management experience, leveraging cross-functional stakeholders to execute high-impact projects in a fast-paced environment.
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.