Uber Senior Manager Customer Experience 

United States, West Virginia 

295684865

About the Role

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.

* 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 .