The ANZ Customer Experience team is part of the ANZ community operations org who manage the E2E customer experience of our Earners, Consumers and Merchants across all of our products including, rides and eats. The team aims to deliver exceptional customer support that builds customer trust and loyalty in the Uber brand, and which drives profitable growth.

As the Earner lead you own the E2E journey for earners. This starts with helping new customers get onto the Uber platform, responding and pre-empting their needs while on the platform or using Uber products and services; and ensuring any critical or safety incidents are dealt with effectively and with care. This multifaceted role requires a customer-first mindset, operational experience, business acumen, problem-solving skills, empathy, and a positive, solution-oriented attitude.

What You'll Do

Operations and Performance Management: Manage and monitor the support and operational performance of Earner customer activities, ensuring delivery to experience targets and budget.

Strategic Planning: Developing the Earner onboarding and support strategy for the short and mid-term; aligning to business strategic direction and ensuring support is at lockstep with sustainable growth.

Stakeholder Management: Proactively manage the relevant ANZ and APAC CommOps stakeholders to ensure alignment of strategy and plan; understand and support risks/issues and their resolutions. Facilitate decision-making by outlining options/recommendations/trade-offs for Earner CX solutions.

Leadership and People Management: Manage, develop and lead the Earner CX team, investing in team member competency and career development. Be a key leader in the ANZ CX team, representing ANZ CommOps at senior stakeholder discussions and forums.

Analytical Thinking: Be adept at analysing customer and operational data to understand the impact of implementations and identify opportunities for improvement.

Problem Solving: Be a strong problem solver who has the ability to break down problems into steps that will drive inputs into product development

Basic Qualifications

7+ years Customer or Program Management Experience

Proven success working in a fast-paced business environment

Ability to work in a matrix environment

Ability to communicate effectively with diverse stakeholders

Analytical proficiency

Team and people management experience

Proficiency in analytics platforms e.g. epiphany

SQL Proficiency a bonus

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 10,000 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.