About The RoleCustomer Experience (CX) team sits within Taiwan Community Operations (TW CommOps), which governs and oversees how local users interact with Uber. We service users from all lines of business (LOBs), from Mobility (Uber), Delivery (UberEats), and the other new verticals (Grocery, Direct, and more). We cover a broad range of support activities including customer service, platform safety, new partner onboarding, and regulatory and compliance support, and we are also the face and ears of Uber, providing the voice of customers to our internal cross-functional partners.The CX team is responsible for designing customer-centric support experiences by looking after channels, policies, content, product launch support, automation, and other operational and strategic initiatives, ensuring the delivery of a cost-effective and satisfying support solution; we also partner closely with cross-functional teams to remove program, platform and other defects with customer insights, continuously refining our customer journeys for a seamless and effortless experience.As the CX Enablement lead / Program Manager, you are responsible for strategy and planning around the work of the CX team, providing critical business insights to help find opportunities and implement operational improvements. You will have a strategic and influential role in how Hong Kong CX and CommOps do, plan, measure, improve and communicate its impact on Uber, and will find opportunities to increase the efficiency and value of Hong Kong CX and CommOps’ reporting cadence, team structure, and ways of working.The role will report to the market CX lead and will work with a wide range of local and regional stakeholders across the broader Uber organization from both operational and executive levels. Your Impact In RoleOn a daily basis,

• Business planning: Facilitate market-level annual and long-range priority and initiative planning, including ad hoc planning deep dives as necessary
• Program management: Program manage HK CX priorities and assist timely re-prioritization as necessary; coordinate across LOBs and functions to ensure program success and impact with resource trade-offs backed by data-driven decisions
• Cross-functional coordination: continuously to find opportunities to improve cross-functional ways of working to align strategic goals, plan efficiently, and collaborate to best deliver CommOps impact
• Business review cadence: Facilitate and manage business review cadence within CommOps and with cross-functional stakeholders, including understanding and succinctly presenting CommOps business impact and drivers to LTs, and strategically influence and optimize existing cadence, structure and material
• Agenda and storytelling: Drive strategic agenda development and executive storytelling across CommOps internal executive communication
• Manage team: Handle the workload and career development of direct reports to contribute to the above

The Experience You'll Bring

• Work experience and background: Minimum 5 years of experience in support operations, program management, financial planning, strategy planning
• Data-driven problem solving: Able to interpret and ask the right questions when looking at qualitative and quantitative data, and identify insights, root causes and design feasible and impactful solutions that resonate from customers’ perspective
• Project management with prioritisation: comfortable managing multiple, ongoing tasks in a dynamic, fast-paced environment with shifting timelines and ambiguity; able to prioritise initiatives based on impact, feasibility and cross-functional alignment
• Stakeholder management: understand the complex network of teams who influence the consumer journeys and advocate, facilitate, balance and align the prioritsation cross-functionally. Expert in managing expectations, facilitate discussion with compassion and empathy, and not afraid of difficult conversations
• Communication: Cantonese, Chinese and English proficiency; ability to build and communicate frameworks for driving cross-functional decision-making using data and principled assumptions; good at executive communication, including advanced analytical & presentation skills; e.g. Excel / Google Sheets, PowerPoint / Google Slides, etc.
• People management: Minimum one year of people management experience, able to recruit, manage, coach, and create individual development plan

Preferred Qualifications

• MBA, PMP, Scrum
• Experience assessing, improving, and independently running strategic budget & operational planning processes for high-growth businesses
• Experience with Chief of Staff / Program Management Office / executive communications, and the attention to detail required to be successful in those capacities
• Exposure to support operations, including a solid understanding of standard support operational health metrics like customer satisfaction, defect rate, contact rate, etc. and how they influence support economics

Uber is proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know by completing this form.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.