About UberUber is a technology company that is changing the way the world thinks about transportation. We are building technology people use every day. Whether it's heading home from work, getting a meal delivered from a favourite restaurant, or a way to earn extra income, Uber is becoming part of the fabric of daily life.We're making cities safer, smarter, and more connected. And we're doing it at a global scale -- energizing local economies and bringing opportunity to millions of people around the world.Uber's positive impact is tangible in the communities we operate in, and that drives us to keep moving forward. About The RoleCommunity Operations (CommOps) is pioneering how Uber interacts with customers around the globe. We are looking for the next leader of APAC Field Operations (Center of Excellence), the arm of APAC CommOps that runs all our in-house Center of Excellence operations in APAC. Presence includes the Philippines, India, Taiwan, Hong Kong, Australia, and Japan. The objective for any individual wanting to take on this role will be to contribute to Uber’s goal of providing a world-class customer experience in one of our fastest-growing and most dynamic regions globally.APAC Field Operations (Center of Excellence) supports all business lines and propositions (Mobility verticals like Rides, Freight, Hailables, High-Capacity Vehicles, Delivery verticals like Eats and Grocery, and specific propositions like Uber for Business) across all Asia countries as well as US & Canada. It is responsible for customer operations including customer service, network safety, new partner onboarding, sales, compliance, global risk, fraud and account management in multiple languages. The team consists of 2500+ customer support agents spread across four centers of excellence as well as central enabling teams.The ideal candidate is passionate about providing a stellar experience for our customers as well as our people, is keenly focused on operational efficiency, and will rely on thought leadership to drive meaningful results across the organization. What You’ll Do

• Long term vision: Develop the multi-year strategic roadmap driving future innovation across customer and center of excellence operations, given the rapidly changing environment with generative AI and other technologies Center of Excellences: Oversee in-house frontline operations across the APAC region (Australia, India SA, Japan, Taiwan, Hong Kong and Philippines) for all existing and future Uber business lines
• People management: Lead a large organization (+2500) including a cross-functional senior leadership team, with the objective of continuously improving the customer support experience
• Stakeholder management: Build strong stakeholder relationships and spearhead alignment cross-functionally at the regional and global level
• Voice of the customers: Be a champion for our customers by continually providing the voice of the customer back to the business and provide insight from data across the region
• KPI management: Key performance metrics on operational efficiency, cost optimisation, customer resolution time, CSAT, driver satisfaction, safety, and CoE employee experience

What You Need

• Experience: 15+ years work experience, including time spent in strategic and operational roles, supported by a track record of delivering successful results
• Strategic thinking: Proactive in thinking about the bigger picture and how we can improve as a team and company.
• Given the upcoming impact of generative AI on the customer experience industry, the candidate needs to be forward thinking in how it will impact the COEs
• Large scale operations: Extensive experience in managing and driving large scale operations, and a demonstrated history of creating metrics and a data driven operational culture
• Team leadership: Strong leadership skills in coaching and mentoring large diverse teams
• Stakeholder management: Comfortable dealing with stakeholders from various functions/ regions at all levels
• Service mindset: Passion for growing and developing the service culture within our community
• Travel: Willingness to travel across the Asia Pacific region

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