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CX Program Specialist

Uber

Uber

Taipei City, Taiwan
Posted on Friday, September 15, 2023
About The RoleYou will be looking after the end-to-end experience of Uber Eats Taiwan Consumers through overseeing the design of delivery-related scenarios, journey steps and touchpoint actions, to ensure both competitive in-market customer experience and on-going operational excellence.In this role, you will be managing a wide variety of projects across teams and touchpoints to continuously drive experience quality, while supporting cross-functional initiatives and daily operations.You need to love solving problems with logic and evidence with customer obsession; you are encouraged to think creatively, identify data trends, suggest improvements, and help in the creation of efficient processes and user-hugging solutions. You will be required to manage both projects and cross-functional stakeholders, to meet short term goals and align with long term priorities.On day-to-day operation, you will guard the Consumer experience through the revamp of customer support logic for Consumers.#ExperienceDesign #ProjectManagement #StakeholderManagement About The TeamCommunity Operations is the heart and soul of our #BuildWithHeart approach at Uber. We work with customers, people earning money on the platform and partners at enormous scale. Community Operations helps operationalise every new and existing product and idea that Ubercomes up with - it’s an organisation that touches every part of Uber! What You'll Do
  • Own the Consumer Line of Business (LOB) and support playbook - this includes daily operations and daily / long-term metrics excellency
  • Collaborate with cross-functional teams and service providers to drive competitive customer experience and service efficiency and excellence for Consumers at different life cycles
  • Conduct regular data analysis and user research to surface customer and process insights that identify opportunities to drive improvement
  • Deliver results through project management - define project scope, breakthroughs and run resources accordingly, while driving cross-functional accountability, adherence and compliance with deadlines
What You'll Need
  • Problem Solving with Customer Obsession: Ability to spot problems, discover opportunities, and recommend solutions with tradeoffs that always have customer centricity in mind
  • Project & Stakeholder Management: Able to scope projects, run multiple, active workstreams, and meet deadlines; establishes productive working relationships and manages stakeholder expectation well
  • Teamwork & Inclusivity: Works independently and asks for help when needed so as to avoid delays. Appreciates working with people from different cultures and across time zones to develop strategies and cultivate a cohesive and creative work environment
  • Languages: Proficient in English and Mandarin (spoken and written)
  • Analytical Skills: Ability to analyze data, identify trends, relationships and to present said findings coherently and expertly
Preferred Qualifications
  • Eye For Business: Understands direct and inverse relationships between key business metrics and is able to interpret metrics and financial data
  • Storytelling with Empathy: Capable of conveying complex ideas concisely both verbally and written, and manages to grasp internal and external audience’s interest, and reaches aligned conclusion
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.