Investing in visionary founders, transformational technology and emergent ecosystems for a new world.

Innovation Endeavors
Innovation Endeavors

Taiwan Customer Experience - Program Leader/ Sr. Community Operations Manager



Customer Service, Operations
Taipei City, Taiwan
Posted on Thursday, August 24, 2023
About The Role

Customer 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, 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 lead for the Consumer LOB, you will be looking after the end-to-end experience of Riders from Mobility, Eaters from Delivery, and other end users. The role reports to the Market CX lead, and you are accountable for the success of both consumer support operation efficiency (support cost) and quality (customer satisfaction).

Your Impact In Role

On a Daily Basis, Through Managing a Team Of Three Program Specialists, Collaborating With Cross-LOB CX Teams, And Engaging a Broader Uber Organization At Both Operations And Executive Level, You Will Be In Charge Of The Following

  • Overseeing TW consumer support daily operations
  • Prioritising Ops requests and CommOps roadmap while ensuring global harmonisation with local nuances
  • Assisting the team with journey and scenario recommendations to create and refine support policies
  • Advocating for customer centricity and the voice of customers in cross-functional forums
  • Developing strategic priorities and initiatives for TW consumer support
  • Owning the design of short and long-term support landscape by making conscious trade-offs across support levers (eg. channels, agents, SLA, proactivity, policies, automation) with other Uber user personas (Earners, Merchants)

As a people manager, you are required to manage and coach your team members; you are also responsible for their growth and help them navigate their career development. Most importantly, you play a critical role in promoting a customer-centric culture and mindset, both within CX and with your stakeholders.

The Experience You'll Bring

  • Work experience and background: Minimum 7 years of experience in customer support, operations, program management, strategy and planning
  • Data-driven, customer-centric 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 prioritization cross-functionally. Expert in managing expectations, facilitate discussion with compassion and empathy, and not afraid of difficult conversations
  • Communication: Mandarin and English proficiency; capable of conveying complex ideas concisely both verbally and written, and manages to grasp internal and external audience’s interest, and reaches aligned conclusion
  • People management: Minimum 3 years of people management experience, able to recruit, manage, coach, and create individual development plan

Preferred Qualifications

  • Prior experience in user experience or user research role
  • Prior experience in change management
  • Exposure to experience design (journey mapping, service blueprint, process design)
  • Data analytic skills (SQL)

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.