About the Role:
In the Mobility Customer Experience team, we own the support experience for Uber riders and drivers. We thrive at the intersection of high-quality support and operational efficiency, leveraging automation and global support networks to keep Uber moving. In this senior role, you'll lead strategic projects that elevate the customer experience such as but not limited to mapping out end-to-end support journeys and identifying opportunities, incubating support for new products, improving access to users that need support the most etc. You will also balance this by ensuring we reduce fraud and operational waste, directly reallocating recovered resources toward initiatives that drive superior support quality.
Your Impact in Role:
Defect Reduction: Understand deeply the reasons why our products and services fail to meet user expectations leading to defects. Size and communicate the root causes and work with stakeholders to plug any gaps.
Proactive 'Silent Sufferer' and Churn Reduction: Proactively help our riders and driver-partners when they need it the most which includes setting up detection systems, outreach flows and reporting mechanisms.
Policy Optimization: Working with global teams to ensure that our policies are configured optimally - providing fair resolution while closing loopholes in fraud and abuse.
Strategic Planning & Governance: Lead regional business planning and reviews for APAC leadership. Partner with Global S&P to elevate market insights and ensure follow-through on action items..
Leadership & Execution: Directly manage and develop talent. Mobilize cross-functional teams across time zones, translating complex visions into executed reality with speed and persistence.
The Experience You'll Bring:
Build the Future with Us: Love a blank canvas? We need a self-starter who views ambiguity as an opportunity rather than a hurdle. This role is brand new, meaning you'll have the autonomy to shape the roadmap and set the pace. We need a "builder-fixer" hybrid: someone who can architect complex systems but isn't afraid to dive into the weeds to get things done quickly. Someone who can work autonomously but also work effectively within global projects.
Your Background
Proven track record in designing and scaling business planning cycles and operational rhythms.
Professional experience in Strategy, Ops, Consulting, or Finance, with a history of getting results in a matrixed organisation dealing with global and cross-functional teams.
Above average (verbal and written) communication skills with the ability to influence stakeholders at all levels.
Preferred Qualifications:
Experience with digital transformation especially GenAI agents, support tech or customer UX
Strong financial acumen, with a deep understanding of ROI, testing and measuring success, investment trade-offs, and performance levers.
Strategic while also enjoying getting into the details to move things fast.
Experience leading global / regional programs
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