Customer Experience Program Specialist

#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!

About the Role

We are seeking a CX Program Specialist to join the ANZ Earner CX team tasked with managing daily customer operations, supporting high impact strategic projects and enhancing the Uber platform for Earners across Australia and New Zealand. The ANZ CX Team is responsible for delivering seamless experiences for our customers through policy creation, product launches, automations and strategic initiatives. CX helps operationalise every new and existing product and idea that Uber comes up with - it’s an organisation that touches every part of Uber!

Your Impact in Role

• Customer Operations Management: Own the support experience for Couriers on the Uber platform, ensuring seamless resolution of enquiries and consistently high service standards.

• Experience Improvement: Identify and act on opportunities to enhance the customer support journey. Escalate effectively and influence key stakeholders to drive prioritisation and change.

• Cross-Functional Project Support: Contribute to strategic, cross-functional initiatives that shape customer experience—spanning policy, process, and product enhancements.

• Escalation Point of Contact: Serve as the primary point of contact for urgent support escalations from ANZ Couriers, ensuring swift and effective resolution.

The Experience You'll Bring

• Data & Analytics: Leverage data to identify trends, inform decisions, and measure impact. Strong Excel / G Sheet proficiency is a must with SQL skills a bonus!
• Communication: Clear and confident in both written and verbal communication, with the ability to tailor messaging to different audiences and contexts.
• Attention to Detail: Maintain a high standard of accuracy and consistency, ensuring all work is thorough and quality-driven.
• Multitasking & Prioritisation: Effectively manage multiple projects by compartmentalising tasks and focusing on what matters most.
• Complex Problem Solving: Tackle ambiguity with structured thinking and creativity. Proactively break down issues to find practical, scalable solutions.
• Stakeholder Management: Build strong relationships across teams and functions. Skilled at influencing without authority and driving alignment around shared goals.

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.