About the Role

Tens of thousands of Australians and Kiwis choose to drive and earn with Uber every day. As part of the Earner and Regulatory Operations team and leading the Driver Experience function, you'll work to deliver upon Uber's key value proposition of being the platform of choice for flexible work. Your job will be to strengthen Uber's relationship with driver-partners, and ensure that they feel supported and motivated to succeed on and off the road.

You'll develop tools and resources to help driver-partners make the most of their time; build programs to foster positive community and engagement, work closely with cross-functional teams to elevate the voice of driver-partners and identify areas for improvement, leading the charge to improve the experience while earning with the Uber app. You'll also own all of our engagement touchpoints with driver-partners including driver-partner communications (CRM) and education.

1. Lead special projects to improve key aspects of the driver-partner experience; Maintain a continuous improvement process to identify customer pain-points, use complex problem solving skills to propose solutions and execute delivery of your recommendations
2. Develop data led insights to inform the business on sentiment, emerging issues and engagement; elevating the voice of driver-partners in Australia and New Zealand
3. Build programs focused on building a sense of community and connection for driver-partners to deepen relationships.
4. Drive our communication strategy to ensure we are delivering the right message at the right time to the right audience, and communications are in line with Uber brand
5. Project management & strategy - Choose which projects the team should prioritise, and build detailed project plans to reach goals quickly
6. Be customer-obsessed, and take initiative. Take ownership of making Uber the platform of choice for driver-partners in ANZ, and do everything you can to support and enhance the quality of our services.
7. Improve our Driver partner customer experience by (but not limited to) developing CX strategy, lead our marquee program and launch product features

1. 3-4+ years of high performing work experience in startup, strategy, operations, analytics, customer support, or a variety of other roles with demonstrated ability in customer strategy and project management
2. Excellent communication skills (verbal and written) with the ability to translate data into actionable insights
3. Stakeholder management - experience working closely and communicating effectively with internal and external stakeholders in an ever-changing, rapid growth environment with tight deadlines, and demonstrated ability to coordinate, plan and prioritise tasks across multiple projects
4. Problem solving - the ability to break down ambiguous problems by applying structure and using data-driven insights to solve them
5. Ability to take initiative in a constantly-changing work environment while maintaining flexibility and a collaborative attitude
6. A willingness to be "on the ground" working responsively with driver-partners

1. Data-driven decision making ability, and analytical skills - experience dealing with complex data sets using excel/google sheets (SQL strongly preferred), deriving insights, checking against what you see in the real world and synthesising recommendations
2. Past experience in a CX role at Consulting, financial services, tech startup or another similar industry