Uber: Customer Experience Operations Specialist

【Client Description】

In this role, you will be managing, supporting, and monitoring a wide variety of projects,

along with ensuring operational excellence and customer experience for our Uber

merchant users. You need to love solving problems and breaking down barriers to help

improve our organizational capabilities and build sustainable solutions. You will also be

expected to think creatively, identify data trends, suggest improvements, and help in the

creation of efficient processes.

【Candidate Profile】

● Proficient in English and Chinese (spoken and written)

● Ability to analyze data, identify trends, relationships and to present said findings

coherently and confidently

● Stakeholder Management: Establishes productive working relationships with

immediate working team through to senior leadership

● Communication: Communicates clear and concise thoughts, both verbally and

written, and collaboratively with team members and stakeholders

● 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

【Responsibilities】

● Manage daily support operations, metrics excellency and customer experience

policy implementation

● Collaborate with stakeholders, including internal and external service providers to

drive efficiency and continuous performance improvement

● Support project management for various project initiatives to improve customer

experience

● Conduct data analysis and provide insights to surface customer voice and pain

points, and process optimisations that drive improvement

● Deliver recommendations to business owners and central teams on policies and

process improvements