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In the Mobility Customer Experience team, we own the support experience for Uber riders and drivers. We thrive at the intersection of high-quality service and operational efficiency, leveraging automation and global support networks to keep Uber moving. In this role, you’ll lead the charge on efficiency by tackling fraud and operational waste, directly reallocating recovered resources toward initiatives that drive superior support quality.
Job Responsibility:
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
Finance Plan Accountability: Own financial performance by optimising cost-effectiveness levers. Act as a cross-functional "strike lead" to course-correct performance and meet financial targets
Defect Reduction: Lead cross-market programs to reduce customer defects. Use data-driven insights from Ops and Product teams to eliminate systemic friction
Network & Channel Strategy: Architect the ideal agent footprint and channel mix. Collaborate globally to leverage efficient service models and right-size field operations
Policy & ROI Optimization: Develop a robust framework to measure the ROI of rider/driver policies. Maximize the impact of refund and appeasement spending while closing loopholes in fraud and abuse detection
Systemic Efficiency: Eliminate duplicative costs by refining automation, phone routing, and escalation paths. Drive the adoption of scalable tools while decommissioning inefficient ones
Regional Advocacy: Serve as the strategic POC for APAC-ANZ/INSA for some global programs to ensure support infrastructure is world-class and market-ready
Leadership & Execution: Directly manage and develop junior talent. Mobilize cross-functional teams across time zones, translating complex visions into executed reality with speed and persistence
Requirements:
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
Nice to have:
Strong financial acumen, with a deep understanding of ROI, testing and measuring success, investment trade-offs, and performance levers
Ideally, strategic but will enjoy and not hesitate diving into the details (when needed) to move things fast