Community Operations Program Specialist - Uber Rides & Shared Services (Tokyo)
Community Operations, Global Community Operations in Tokyo, Japan
At Uber, we ignite opportunity by setting the world in motion. We take on big problems to help drivers, riders, delivery partners, and eaters get moving in more than 600 cities around the world.
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.
About the Role
You will be responsible for, but not limited to, identifying problems and proposing customer experience solutions, revisiting working processes and content to generate business value, overseeing customer service team, and at times handling sensitive escalated issues yourself.
What you will do:
Exercise analytical proficiency to identify problems, develop potential solution, and evaluate results
Execute tasks with dependency in a correct and timely fashion
Operationalize streamlined customer service processes and policies across multiple platforms
Partner with the local Operations team and regional team to develop and improve internal policies which will have a positive impact on the local rider and driver community
Develop intuitive materials to set driver partners for success on the road
Partner with local/ global team to create and deliver high-quality customer facing content which serves local market needs
Monitor support operation metrics and identify drivers for performance gaps and fixes
Assign tasks effectively to the customer service teams and follow through for completion
Communicate with internal/ external stakeholders, including local Ops team and vendors, to clarify priorities
Handle sensitive cases and potentially emotional riders/ drivers/ business partners
Who You Are
Passionate about great customer experience: You will create ‘We Are Here To Help’ perceptions with our driver partners and riders
Calm and collected: You will stay calm and can be the rock for those who come to us when they need help
Patient and attentive: You will have to display patience and empathy while listening to sensitive riders and driver partners through critical issues and figuring out what they need
Goal-oriented: You will do what it takes to achieve the critical metrics in providing a high quality of customer experience towards our driver partners and riders
Able to close the deal: You will end the communication leaving drivers and riders feeling like their needs have been taken care of
Willing to learn: You love learning how things work and you’re always looking for ways to innovate. You enjoy testing different support strategies and tracking the results
Agile: You can move quickly and adapt in a fast-paced and constantly evolving environment. You will be on the front-lines of a highly visible, fast-growing brand
At Uber we don’t just accept difference—we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products and our community. Uber is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.