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Community Operations Program Specialist - Uber Rides & Shared Services (Tokyo)

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:

 

Projects:

  • Exercise analytical proficiency to identify problems, develop potential solution, and evaluate results
  • Execute tasks with dependency in a correct and timely fashion
     

Process/ Policy:

  • 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
     

Content:

  • 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

 

Operations:

  • 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
     

Customer Support:

  • 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

 


See our Candidate Privacy Statement

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.