About the Role
Uber's vision is to become the go-to platform for getting anything delivered, anytime. As we scale the Retail business across APAC, we're seeking a dynamic and strategic
Customer Experience Program Specialist to join our APAC Retail Community Operations team, supporting Retail support operations and initiatives across Australia & New Zealand. In this role, you will be a primary point of contact for ANZ Retail operational initiatives, partnering closely with global and local teams to ensure strong alignment between strategy, execution and market needs.
You will play a critical role in optimising support experiences, strengthening operational processes, and ensuring seamless implementation of new policies, products and workflows across the Retail support ecosystem.
This is a high-impact and fast-paced role that requires strategic problem-solving, global and regional stakeholder management, and a strong understanding of the Retail operational landscape. You'll help shape and evolve our support models, identify improvement opportunities, and ensure our operations scale effectively to meet the needs of a rapidly growing business.
Your Impact in Role:
- Act as a Primary ANZ Retail POC: Stay closely connected to day-to-day Retail support operations, manage escalations, and ensure smooth execution of key workflows and initiatives.
- Drive Operational Excellence: Analyse trends, identify pain points, and use data-driven insights to improve processes, close experience and policy gaps, and enhance the quality of support.
- Manage Key Stakeholder & BPO Partnerships: Collaborate with global, regional and local partners, and oversee BPO performance to ensure alignment, consistency and high-quality execution.
- Support Tooling, Automation & Policy Execution: Monitor tooling and automation performance, surface operational needs to product teams, and ensure successful roll-out of new policies, products and processes.
Lead Cross-Functional Projects: Structure and deliver end-to-end projects, define success metrics, and drive sustainable improvements across ANZ Retail operations.
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The Experience You'll Bring:
- Operational experience: Experience in support, customer service or CX operations with a strong understanding of performance metrics, escalation flows and day-to-day operational execution in a scaling environment.
- Strong stakeholder management skills: Proven ability to collaborate and influence across global, regional and local teams, driving alignment in a complex, cross-functional environment.
- Analytical and data-driven mindset: Comfortable working with data dashboards and spreadsheets to identify trends, extract insights, and translate findings into clear operational actions.
- Customer-centric judgement: A strong sense of empathy and commitment to improving end-to-end user experiences.
Preferred Experience:
- Process and automation orientation: Familiarity with improving systems, leveraging tooling or automation, and identifying opportunities to streamline support operations.
- Proactive and self-driven: Organised, adaptable, and able to prioritise effectively with minimal guidance; thrives in ambiguity and fast-changing contexts.
