Lead, Merchant Customer Experience

About the Role

At Uber, customer support is more than just answering questions. It's about using the information customers give us as insights to help Uber grow. Moreover, providing amazing support that establishes trust within our community - riders, driver partners, Groceries customers and delivery partners - are at the center of the Uber customer experience.

Community Operations (CommOps) is obsessed with providing the highest quality service, in the smartest way. And for Uber to continue its growth and success in the ever-changing environment, we need to be able to not only scale, but also constantly enhance our support operations.

The Merchant Customer Experience Manager is part of our Japan CommOps Customer Experience leadership team. This role will work with various teams in Operations, Sales, CommOps and Product across Uber to shape the ways we interact with merchants in Japan.

In this role, you will design, optimize, and strategize to delivering the best customer experience for each order or trip from end to end, shaping the future of support.

Your Impact In Role

1. Develop executive-level communications and presentations for Uber's leadership.
2. Collaborate within the team and other functional teams across regions to consolidate different viewpoints, clarify problem statements, identify strategy, and develop high-impact solutions.
3. Develop in-depth understanding of customer experience by incorporating quantitative and qualitative insights.
4. Develop the strategy for our Merchant Customer Experience team

The Experience You'll Bring

1. 6+ years of experience in program management, consulting, corporate strategy, or similar fields
2. Good command of English in speaking & writing / reading and advance level of Japanese (business, or native fluency level)

Preferred Qualifications

1. Experience in a top-tier strategy consulting firm (e.g., McKinsey, BCG, Bain) or in an internal strategy group within a firm that drives top-down decision-making based on strategic recommendations, preferably in a high-intensity environment
2. Strong program management skills with superior organizational, time management, and prioritization skills
3. An innovative, proactive, and passionate approach to your work
4. Prior experience in operations or customer support functions
5. Written, verbal, and visual communication skills - you have the proven track record to influence and drive consensus with varying audiences and levels of an organization
6. Excel/data management skills, working knowledge of SQL a plus

We welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently. If you have the curiosity, passion, and collaborative spirit, work with us, and let's move the world forward, together.

Offices continue to be central to collaboration and Uber's cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role.

*Accommodations may be available based on religious and/or medical conditions, or as required by applicable law. To request an accommodation, please reach out to [email protected].