Regional Program Specialist, Customer Experience

**#Greatmindsdontthinkalike:** At Uber, we take pride in our diversity and working environment that sees you as more than just a person that can do the job, but a unique individual that can level up our organization with a perspective only you can offer. Uber provides a truly open culture that encourages all to voice their thoughts. **About the Team** Community 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 Uber comes up with - it’s an organisation that touches every part of Uber! The ANZ CX Team is responsible for delivering seamless experiences for our customers through policy creation, product launches, automations and strategic initiatives. **About the Role** We are seeking a dynamic and strategic Customer Experience Program Specialist to join our APAC Grocery & Retail team as the APAC GR Earner Lead, covering Earner operations and initiatives across Australia & New Zealand, Japan and Taiwan. In this role, you will be the first point of contact for all Earner-related initiatives and operations across Grocery support operations. You will play a critical role in optimising support experiences, ensuring seamless execution of new processes, and staying closely connected to the operation. This is a high-impact and fast-paced role that requires strategic problem-solving, global stakeholder management, and a deep understanding of the GR Earner experience and operational landscape. You'll drive the evolution of our support models and policies, ensuring they scale effectively to meet the needs of a growing business. **Your Impact in Role:** - Lead APAC Earner CX Operations – Act as the first point of contact for all Earner-related initiatives across ANZ, JP, and TW, ensuring seamless support experiences across MPP and CPP. - Own Operational Management & Escalations – Stay closely connected to the MPP and CPP operations, serving as the escalation POC for critical CPP Earner issues and ensuring efficient resolution of challenges. - Leverage Data for Impact – Analyse trends, identify pain points, and use data-driven insights to drive strategic decisions and improve operational efficiency. - Manage Key Stakeholder Relationships – Collaborate with regional and global teams, aligning priorities across multiple markets. **The Experience You'll Bring:** - Stakeholder management skills – Proven ability to collaborate and influence cross-functional teams, balancing regional and global priorities while driving alignment across multiple markets. - Data-driven problem-solving – Ability to analyse large data sets, extract meaningful insights, and translate findings into actionable strategies to improve Earners’ experience and operational efficiency. - Operational expertise and adaptability – Experience working in dynamic, fast-paced environments with a strong understanding of customer support, policy implementation, and process optimisation in a scaling business. - Experience in automation and process improvement – Familiarity with leveraging technology, AI, or automation to streamline support operations and enhance efficiency, particularly in a high-growth or customer support environment. We welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently. If you have the curiosity, passion, and collaborative spirit, work with us, and let’s move the world forward, together. 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. \*Accommodations may be available based on religious and/or medical conditions, or as required by applicable law. To request an accommodation, please reach out to [accommodations@uber.com](mailto:accommodations@uber.com).