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Community Operations Manager - Merchant CX Team

Community Operations
in Taipei City, Taiwan (ROC)

About the Role

You will be in charge of the end-to-end experience of Uber Eats Taiwan Merchant through overseeing the design of Merchant (restaurant/business owners)-related scenarios, journey steps and touchpoint actions, to ensure both competitive in-market customer experience and on-going operational excellence.

In this role, you will be leading and managing a wide variety of projects across teams and touchpoints to continuously drive experience quality & efficiency, while supporting cross-functional initiatives and daily operations.

You need to love solving problems with logic and evidence; you are encouraged to think creatively, identify data trends, suggest improvements, and help in the creation of efficient processes and user-hugging solutions. You will be required to manage both projects and stakeholders, including our cross-functional leaderships, to meet short term and long term goals.

Leadership experience and passion in working with people is also a must; you are expected to lead the team with examples, coach your direct reports when challenges occur, identify development opportunities of your team members and create a positive work environment.

On day-to-day operation, you will guard the Merchant experience through the revamp of customer support logic; at core, your focus on holistic experience requires skillfully multitasking across stakeholders to bond cross-functional teams, and achieve a goal-oriented journey for the Merchant/restaurant partners.

What You'll Do

  1. Own the Merchant/Business Owner Line of Business (LOB) and support playbook - this includes daily operations and daily / long-term metrics excellency
  2. Collaborate with cross-functional teams and service providers to drive competitive customer experience and service efficiency and excellence for Merchants at different life cycles.
  3. Deliver results through project management - define project scope, breakthroughs and run resources accordingly, while driving cross-functional accountability, adherence and compliance with deadlines
  4. Conduct regular data analysis and user research to surface customer and process insights that identify opportunities to drive improvement
  5. Lead a team of specialist, providing ongoing assistance, development and mentorship.

What You'll Need

  • Fluency in English & Mandarin in Speaking/Writing/listening/Reading.
  • Experience in project management and/or related fields
  • Experience in cross-team communication and stakeholder management.
  • Experience in data analysis, trend discovery and problem solving.
  • Experience in Excel/PPT/Google Doc creation/editing
  • Sense of teamwork and experience in coordinating with various teams simultaneously.
  • Experience in user experience development or related roles related to operations is a plus.

At Uber, we reimagine the way the world moves for the better. The idea was born on a snowy night in Paris in 2008, and ever since then, our DNA of reimagination and reinvention carries on. We've grown into a global platform moving people and things in ever-expanding ways, taking on big problems to help drivers, riders, delivery partners, and eaters make movement happen at the push of a button for everyone, everywhere.

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.

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