About the Role
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New Verticals is one of the biggest strategic bets for Uber Eats Delivery. To support our biggest delivery growth drivers, the APAC NV Customer Experience Team is responsible for delivering seamless experiences for our customers through policy creation, product launch support, automations and strategic initiatives. In this role you will be leading the charge regionally in:
- Developing strategic initiatives and priorities for New Verticals support
- Overseeing Customer Experience operations for our New Vertical customers (Delivery partners, merchants, consumers)
- Making policy recommendations to improve experience or optimise refund costs
- Representing APAC nuances in Global forums
- Advocating for the Voice of Customer across the bigger organization
What You'll Do
Overall management of the New Verticals Support Program across ANZ, Taiwan, and Japan which includes but not limited to:
- Making support policy recommendations & harmonizing policies across APAC markets
- Defining support footprint strategy and project managing new support team launches as required
- Using data to identify trends / optimization opportunities and providing input for new product features
- Supporting key merchant or product launches
- Process improvements
What You'll Need
Minimum 5 years work experience- Experience managing all kinds of stakeholders across different functional teams
- Able to formulate a clear strategy and communicate this to get buy-in
- Comfort with ambiguity, quick shifts in priorities, agile approach
- Excellent written and verbal communication skills
Preferred Qualifications
- Knowledge of SQL
- Experience in strategy consulting / project management
- Experience with scaled support operations / offshore processes a plus
- Verbal and written knowledge of Japanese/Chinese a plus
Uber is proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know by completing this form.
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.
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