Skip to main content
Uber CareersUber Careers

Greenlight Central Operations Manager (North Asia)

Community Operations
in Tokyo, Japan

About the role:

We're looking for a seasoned customer operations manager who is passionate about optimising operations, delivering best practice customer experience and driving change effectively across a region. In this role, you'll look at ways to constantly improve the support centre operations through data analysis, process re-engineering and driving effective change management to embed the processes. This is a great opportunity to work with a top-notch Operations team and learn the Uber business from the ground up.

What You'll Do

  • Facilitate the GL NA operational cadence: Ensure the regional teams are meeting their operational targets; if not, help put in place action plans to recover and correct course to plan. Work closely with the GL teams, CommOps and Manila reporting analysts in facilitating the operational reviews and co-ordinating input.
  • Ensure effective implementation of projects and changes across the regional hubs: Build a change management framework (e.g ADKAR) with supporting processes, quality gates and success criteria across CommOps/GL and the NA business. Work closely with CommOps leads to ensure changes, training and communication are delivered to Experts in a co-ordinated and timely manner.
  • Support footprint strategy designs: Optimize our footprint (thus reducing facilities spent), while ensuring the right support level to enable our stakeholders expansion strategy. Drive initiatives to leverage Kiosks, 3rd party partnerships and issue deflections strategies with a long term view.
  • Drive cost efficiency and CPI reduction: Identify where cost savings can be made to reduce CPI across NA, fostering cross-channel efforts. Ensure that all cost saving efficiencies are shared across countries and documenting for the region.
  • Foster a customer centric and continuous improvement culture: Instil a culture of continuous improvement and focus on optimising efficiencies and customer experience. Educate Experts and business stakeholders on the

About the team:

Uber's driver partners and delivery partners are very important customers, and we're creating a best-in-class customer service experience for them. Through Greenlight locations, we are able to engage with driver and delivery partners in-person, helping them get on the road, engaging them throughout their lifecycle, and being the physical representation of the Uber brand in cities.

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.