Uber Head Customer Experience Taiwan & Hong Kong 

United States, West Virginia 

497316626

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

//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

* 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 .