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Program Manager Lead - Partner Experience - APAC

Central Operations, Operations & Launch
in Singapore, Singapore

About the Role

Food delivery is often a new venture for our restaurant owners across a wide variety of segments. And UberEATS has also only recently started to understand how to truly partner with businesses. We're at the beginning of a new relationship and an additional revenue stream together--we owe it to our partners ato develop a practice of listening, and we owe it to ourselves to hold siloed organizations accountable for enacting insights.

UberEATS is seeking a Customer Specialist to Build the routine and momentum around listening to the customer, Capture and re-Present customer insights cross functionally, Manage accountability cross functionally and Build customer acumen internally.

As a key stakeholder of the APAC Sales Leadership Team, you'll work closely with the APAC Sales, Sales Operations, Resto Operations, Community Operations and other Support functions to design, coordinate the execution and delivery of all the regional innovation programs & initiatives related to Restaurant Partner Experience. Your intended objective is to create Unrivaled Restaurant Partner Experience and enable UberEATS sales to gain Sustained Competitive Advantage on each APAC market.

What You'll Do

You will provide strategic counsel to the organization leaders and will be responsible for:

  • Managing Restaurant Partner Experience related programs (including but not NPS survey, Advisory councils, Business Process Improvement...)
  • Assuming day-to-day communications responsibility on strategic regional sales programs and initiatives
  • Creating and maintaining cross-departmental relationships to enable leadership success
  • Expanding team's Innovation bandwidth and resources
  • Build the routine and momentum around listening to the customer (Include: Discover what restaurants care about, across APAC, build infrastructure, Identify customer pain points and key areas of mismanaged expectations, Facilitate sharing customer insights from the rest of the org.
  • Capture and present customer insights cross functionally (include: Introduce prioritization framework to identify critical project opportunities, Be known as a global restaurant insights POC
  • Manage accountability cross- functionally and build customer acumen internally (Include: Address current fractures in the restaurant lifecycle, Improve our promise to restaurants owners.
  • Be a Strategic Partner or 'right hand person'

Other responsibilities:

  • Be the trusted adviser who can be called on at any moment to provide support
  • Serve as liaison between staff, executives, senior leaders, regarding all the key regional sales initiatives & programs (incl. updates, proposals, and planning)
  • Monitor information flow: (act as a gatekeeper; ensure involvement in projects or decision-making process at the right moment).
  • Oversee daily initiative operations & governance through collaboration with department leaders, performing an array of administrative tasks from managing calendars, generating correspondence, maintaining hard copy and electronic files, planning and coordinating annual corporate meetings, and scheduling facilities
  • Act as a representative of the organization leader & as delegate to attend meetings and calls when needed
  • Ensure all initiatives issues are addressed properly, efficiently and judiciously, and keep track of progress until resolved

Be a Strategic Planner

  • Help set & track strategic priorities (in Partner facing product development and process improvement)
  • Identify the areas to direct focus and implement success metrics. Revisit regularly and evaluate progress.
  • Create & update dashboards for Partner Experience key performance indicators review

Be a Manager of Change

  • Oversee large, strategic, forward thinking, cross-functional organization-wide projects or initiatives that have direct impact on Partner Experience.
  • Bring together multiple stakeholders and help drive decisions & impact at each stage of the initiatives or programs.
  • Research, benchmark, analyze data, and make recommendations.
  • Serve as a subject matter expert, handling inquiries and developing action plans to address them, and assisting with the preparation and dissemination of communications

Be a Relationship Builder

  • Is well connected with the leadership team and other key stakeholders across the organization to influence outcomes.
  • Foster long-term partnerships that are critical to organizational success.
  • Improve current processes and coordinate organizational procedures for optimized efficiency and productivity

What You'll Need

  • Project and / or Change Management experience
  • Customer focused Sales & Operations experience
  • Go To Market Sales Strategies & Sales Value Propositions
  • End to End Sales Cycle Management

Apologies, but Uber is unable to hire anyone seeking a work pass for this role.

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.