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Courier CX Program Specialist

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Uber

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Location:
Japan , Tokyo

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

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Job Description:

In this role, you will be managing, supporting, and monitoring a wide variety of projects, along with ensuring operational excellence and customer experience for our couriers (Uber Delivery Partners). You need to love solving problems and breaking down barriers to help improve our organizational capabilities and build sustainable solutions. You will also be expected to think creatively, identify data trends, suggest improvements, and help in the creation of efficient processes.

Job Responsibility:

  • Manage the Courier Line of Business (LOB) daily operations, achieving excellence in metrics and customer experience
  • Collaborate with stakeholders, including internal and external service providers to drive efficiency and continuous performance improvement
  • Lead project management for various project initiatives to improve customer experience
  • Define project scope, milestones and manage resources accordingly, while driving adherence and compliance with deadlines
  • Conduct data analysis to surface customer and process insights that drive improvement
  • Deliver recommendations to business owners and central teams on policies and process improvements
  • Liaise with senior stakeholders and engage local and/or regional stakeholders to scale the business through operational excellence
  • Maintain and improve key support metrics (CSAT, Contact Rate, Automation Rate, etc)
  • Risk Mitigation & Compliance: Overseeing service workflows to ensure strict adherence to local regulations and internal compliance standards
  • Crisis & Incident Command: Serving as the single point of contact for major incidents, system outages, and peak campaign periods
  • Technical Transition Support: Serving as a key driver for the 2026 automation roadmap. Facilitate high-stakes integrations and tool transitions, ensuring technical shifts optimize the courier experience without operational disruption

Requirements:

  • Proficient in English and Japanese (spoken and written)
  • Bachelors degree
  • 3+ years professional work experience
  • Problem Solving: Ability to understand problems, generate solutions, and recommend solutions and tradeoffs with customer centricity in mind
  • Project & Stakeholder Management: Skilled in scoping projects, managing multiple active workstreams, and meeting deadlines. Effectively builds productive working relationships and manages stakeholder expectations
  • Analytical Skills: Ability to analyze data, identify trends, relationships and to present said findings coherently and expertly
  • Collaboration & Inclusivity: collaborate effectively with people from different cultures and across time zones to develop strategies and foster a cohesive and creative work environment

Nice to have:

  • Advanced Excel/data management skills, working knowledge of SQL a plus
  • A fast learner with experience in a fast-paced environment
  • Previous ownership of highly complex workflows with multiple dependencies
  • Strategic thinking with the ability to balance quick wins with long-term scalability

Additional Information:

Job Posted:
May 16, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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