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Uber Logo Uber · IT - Administration

Account Manager

Japan, Tokyo · Job Posted May 27, 2026
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Job Description

Community Operations (CommOps) leads how we design and deliver support to users around the world. Uber’s Center of Excellence (COE) is a contact management center that provides world-class customer support to our community. The COE handles complex and high-impact issues while also playing a critical role in launching support models for new products and testing new operational processes and service approaches. The COE Specialist II role focuses on account management for taxi fleet partners within the Mobility business in Japan. This role goes beyond reactive inquiry handling. Through data-driven consulting, you will support fleet partners in achieving their KPIs and drive mid- to long-term growth across revenue and key performance metrics. You will proactively lead the cycle of analysis, dialogue, hypothesis development, action execution, and continuous improvement to maximize partner outcomes. In addition, you will contribute to operational improvements and knowledge sharing to enhance overall team productivity, while also serving as a sub-leader supporting the Team Lead.

Job Responsibility

  • Fleet Partner Account Management: Serve as the primary point of contact for Mobility fleet partners. Manage inquiries end-to-end, resolve issues, and build and strengthen strong, trust-based relationships
  • Data-Driven KPI Improvement: Analyze revenue and key metrics, identify issues, develop hypotheses, design action plans, and validate impact. Drive sustainable mid- to long-term performance improvements
  • Consulting and Strategic Recommendations: Lead regular business reviews and reporting sessions. Develop and execute account strategies and improvement initiatives aligned with KPI achievement and business growth
  • Escalation Management and Cross-Functional Collaboration: Identify root causes of bugs, errors, and complaints. Partner with internal and external stakeholders to drive structured and timely resolutions
  • Operational Optimization and Process Improvement: Improve workflows, implement preventive measures, and systematize best practices to build scalable and sustainable operational foundations
  • Team Contribution and Sub-Leadership: Contribute to overall team productivity and quality through knowledge sharing and peer support. Act as a sub-leader and support the Team Lead when needed

Requirements

  • Basic business-level English communication skills
  • Experience leading KPI improvement initiatives
  • Experience in operations improvement or process design
  • Strategic thinking with the ability to balance short-term results and long-term scalability
  • Ability to proactively tackle ambiguous challenges and deliver creative solutions in collaboration with stakeholders
  • Experience as a Team Lead or Sub-Leader

Nice to have

  • More than 0.5 years of experience in account management or customer success, or experience in a leadership-equivalent role within the customer support domain
  • Native or business-level fluency in Japanese (written and verbal communication)
  • Strong communication skills with the ability to collaborate effectively with internal and external stakeholders
  • Proven ability to build and maintain client relationships
  • Hands-on data analysis experience using Google Sheets and/or Excel
  • Strong logical thinking and structured problem-solving skills
  • Experience working in complex, cross-functional environments
  • Self-driven with the ability to work autonomously
  • Collaborative mindset
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