Uber73 followers25 jobs

Customer Experience Program Specialist

Mid levelFull-timeHybridSydney NSW, AustraliaCustomer service and supportPeople and culturePosted 6 days ago
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About the job

The Customer Experience Program Specialist position at Uber is an exciting opportunity to be part of a dynamic team focused on enhancing Retail support operations across Australia and New Zealand. This job plays a crucial role in optimising support experiences and ensuring seamless implementation of new policies and workflows. The team thrives on collaboration, strategic problem-solving, and a commitment to delivering exceptional customer experiences.

You'll be responsible for

📞

Acting as a primary ANZ Retail point of contact

Staying closely connected to day-to-day Retail support operations, managing escalations, and ensuring smooth execution of key workflows and initiatives.
🏆

Driving operational excellence

Analysing trends, identifying pain points, and using data-driven insights to improve processes, close experience and policy gaps, and enhance the quality of support.
🌍

Managing key stakeholder and BPO partnerships

Collaborating with global, regional and local partners, and overseeing BPO performance to ensure alignment, consistency and high-quality execution.

Key criteria

📊

Operational experience in customer service

Experience in support or CX operations with performance metrics understanding.

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🤝

Strong stakeholder management skills

Proven ability to collaborate across global and local teams effectively.

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📈

Analytical and data-driven mindset

Comfortable working with data to identify trends and drive actions.

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Meet the team

About the company

View your fit

5 criteria for this job
Operational experience in customer service
Experience in support or CX operations with performance metrics understanding.

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Strong stakeholder management skills
Proven ability to collaborate across global and local teams effectively.

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Analytical and data-driven mindset
Comfortable working with data to identify trends and drive actions.

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Process and automation orientation
Familiarity with improving systems and streamlining support operations.

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Proactive and self-driven
Organised and adaptable in fast-changing environments with minimal guidance.

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