Senior Customer Experience Manager, Earner

#Greatmindsdontthinkalike: At Uber, we take pride in our diversity and working environment that sees you as more than just a person that can do the job, but a unique individual that can level up our organization with a perspective only you can offer. Uber provides a truly open culture that encourages all to voice their thoughts.

About the Team

Community Operations is the heart and soul of our #BuildWithHeart approach at Uber. We work with customers, people earning money on the platform and partners at enormous scale. Community Operations helps operationalise every new and existing product and idea that Uber comes up with - it’s an organisation that touches every part of Uber!

About the Role

As the Senior Customer Experience Manager, you will own and deliver on the experience and support interactions our Drivers and Delivery Partners have with Uber each day in ANZ.

Responsible for strategy and operations, you will build, operate, scale and improve our Active Earner Support for Australia and New Zealand. This role will also have 1-2 direct Reports.

Your Impact in Role

• Advocate for new tech solutions that can help make our support experience better and more cost-efficient. This includes balancing business needs for experience and DP sentiment with the long term benefits of GenAI, Automated resolution pathways etc. Be comfortable to use the right data points to tell the narrative to get strong buy-in from stakeholders.
• Deliver stellar operations outcomes according to agreed service level agreements: ensuring our support sites achieve the best customer outcomes for the most complex and difficult support issues our businesses encounter while maintaining efficiency and quality.
• Champion business needs as we evolve our support operations to help the ANZ business achieve its targets. You'll be taking the lead in translating ideas on a page into reality: operationalising new lines of business, which involves standing up a team, enacting new workflows and processes, fulfilling its knowledge management needs, and seeing the launch through from incubation stage to pilot to ongoing operations.
• Engage strategically with stakeholders, be it mega-regional general managers and function leads to influence business goals and priorities, central global teams to improve internal tools and the overall user experience, or local teams to improve how we move cities in Australia and New Zealand.

The Experience You'll Bring

• Based in Sydney, this multifaceted role requires a customer-first mindset, operational experience, business acumen, problem-solving skills, empathy, and a positive, solution-oriented attitude.
• Experience in operations, program management, strategy development and implementation or customer experience
• Strong stakeholder intuition and communication skills: You have a strong ability to work with stakeholders from multi-cultural environments, persuading them with trust and credibility. You have strong verbal and written communication skills.
• Structured, analytical thinking and problem solving skills: You are able to quantify business problems in a  data-driven way, define intervention plans, and demonstrate measurable outcomes. Proficiency in SQL and other analytics platforms is also an advantage
• Passion for continuous improvement: We constantly welcome change, improving processes to raise standards. You must be always on your toes - finding the next opportunity to improve the way things were, and highly driven to make the change yourself.

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.

Offices continue to be central to collaboration and Uber’s cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role.

*Accommodations may be available based on religious and/or medical conditions, or as required by applicable law. To request an accommodation, please reach out to accommodations@uber.com.