Customer Experience Program Specialist

Description:

Uber

At Uber we’re reimagining the way the world moves for the better. That means being bold in our decisions and building for something bigger. For us, all of that starts with helping people go anywhere and get anything. It’s what we know and what we do best

At Uber we’re reimagining the way the world moves for the better. That means being bold in our decisions and building for something bigger. For us, all of that starts with helping people go anywhere and get anything: cars, takeout, motorcycles, groceries, bikes, people, scooters, items, trucks, buses. It’s what we know and what we do best. And we do it at the speed of now.

That’s why people want to join us: because our solutions are implemented in real time and on thousands of city streets, they are a boon and a career to people all over the globe. The scope of this work means Uber will challenge you - put you up against complex problems that require ambitious solutions. We need bold people who can build with heart, who will chase solutions with fearless optimism. We are Uber. Are you?

About the Role

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!

The ANZ CX Team is responsible for delivering seamless experiences for our customers through policy creation, product launches, automations and strategic initiatives.

Your Impact in Role

• Manage day-to-day customer operations
• Work with our customer support network to drive experience improvements
• Lead cross-functional projects
• Be the main POC for high escalation issues

The Experience You'll Bring

• Passion for helping others and creating support experiences that surprise and delight
• Ability to break down complex problems, diagnose opportunities and implement solutions
• Excellent written and verbal communication skills
• Strong stakeholder management skills
• Comfort with ambiguity and multitasking

• Data Analysis and Reporting

  Analyze data to discover and communicate insights, and offer concrete recommendations for key stakeholders to make critical decisions

• Data Management and Visualization

  Create and maintain the organization’s Business Intelligence tools, and present complex data in simple, visual ways for key stakeholders

• Problem Identification

  Identify the problems and needs of key stakeholders to guide data analysis

• Attention to detail

  Accurately identifies and rectifies discrepancies or errors that exists in information and deliverables

• Collaboration

  Works with others by being open, clear in communication and listening to achieve goals

• Critical thinking

  Identifies and synthesizes patterns and trends amongst various sources of information to reach a meaningful conclusion, perspective or insight

Uber is using Hatch to accept applications for this role. Hatch helps you demonstrate your fit, no matter your background.