About the Role
The ANZ Customer Experience (CX) team supports all Uber customers (consumers, delivery partners, drivers, restaurants and retail merchants) in the largest Eats business outside of US&C as well as the ANZ rides business. With both businesses being critical to Uber in terms of size and profitability, CX is a critical strategic partner to the business.
The team will continue to innovate the support operations with a strong customer lens, review support strategy to ensure we are aligned with the business and support the business in initiatives to grow GB (scaled sales, retention and other customer programs).
As a Senior Customer Experience Manager you will own one of the customer verticals and create the long term support strategy for the customer as well as manage a team to help tackle the day-to-day feedback we receive from our customers. This includes:
- End to end ownership of the customer journey and the experience different modality types provide our customers.
- You're a key business partner to the local ops team and define what good looks like from a CX perspective. You support the business in building and maintaining an offshore customer service network to support the strategy.
What the Candidate Will Need
- Customer Experience Focus. You will be a powerful advocate for Uber’s customers and are obsessed with the customer experience and how we can make it effortless.
- A natural leader. You are passionate about leading and developing teams to perform at the highest levels while maintaining a fun and collaborative environment.
- A brilliant communicator. You’re able to strike the perfect tone, whether you’re explaining a new policy to riders in writing, or explaining the recommendations of a data-driven study you conducted to global stakeholders through a video conference.
- You will be a powerful advocate for Uber’s customers and are obsessed with the community experience.
- Naturally curious. You love learning how things work and you’re always looking for ways to innovate. You enjoy testing different support strategies and tracking the results.
- A lover of process and optimisation. You will be revolutionising support for the Uber community. You’re excited about the opportunity to create and experiment with support processes, and are willing and able to lead others in iterating and executing them.
- Data-driven and analytical in mindset. You can look at a spreadsheet and know the right questions to ask to get to actionable outcomes, and you know how to explain data in a compelling way.
