Sr.

Digital Experience Operations

Manager
Community Operations

Bangalore, India | Hyderabad, India | Gurgaon, India

About Uber and the Team

Uber is changing the way people think about transportation. Whether it's a ride, a sandwich,
or a package, we use technology to give people what they want, when they want it.

For the people who drive or deliver with Uber, our app represents a flexible new way to
earn money. For cities, we help strengthen local economies, improve access to
transportation, and make streets safer.

The APAC Community Operations Team at Uber is there to assist customers in the moments
that matter. We communicate with thousands of driver partners, riders, restaurants,
delivery partners, and consumers every day to ensure they have a seamless experience with
Uber.

The team you'll be working with, the APAC Digital Experience Team, is responsible for
delivering digital solutions to customer support, working closely with the global and local
teams to do so.

About the Role

APAC DX has a strategic 3 year aspiration to transform 95% of its support interactions into
delightful digital / self service experiences. We are looking for a Digital Experience (DX) Snr
CommOps Manager to be based in India or Taiwan, who will be a key member of the
broader APAC DX team distributed across the region.

This role leads a technical workstream around support channels experience partnering with
Uber global customer obsession product managers, engineers and regional CX teams to
drive seamless experiences, virtualisation and increase adoption of automation across our
support channels. Our channel's vision is to enable every customer to connect with Uber
anytime, anywhere - seamlessly and efficiently to leave them with a delightful experience
when they need us.

This multifaceted role requires a customer-first mindset, program and project management
acumen, problem solving skills and a positive, solution-oriented attitude.

What You'll Do:

You will support the strategic and operational DX programs for a country in the region,
working closely with the local CX team to align on digital experience program and project
milestones; success metrics and targets; manage risks and issues; and drive DX innovation.
In addition, you will also manage a technical workstream around channels working closely
with the Global customer obsession product and engineering team based in SF.

More specifically, you are expected to drive the APAC DX team forward in 5 key areas:

(1) Customer Support Innovation: Support the regional CX Channel Strategy and customer
experience metrics by driving quality digital experiences and automation rate across all LOBs
including emerging New Verticals.

(2) DX Project/Program Management: Tracking progress of DX programs through weekly

and monthly reports and dashboards. Working closely with Agent Success, Advanced
Analytics, Customer Obsession and CX teams to ensure impactful deliverables that drive
high customer engagement. For example, the roll out of Service Fees as a key business
model change; launch of Uber Connect as a new product; supporting New Verticals
(Grocohol).

(3) Stakeholder Management: Proactively manage the relevant country, APAC and Global
stakeholders to ensure alignment of DX strategy and plan; understanding and support for
risks / issues and their resolutions. Facilitate decision making by outlining options /
recommendations / trade-offs for DX solutions.

(4) Strategic Planning: Develop and implement the DX plan for the channel pillar and for
your partner country that supports the region's business strategy and the APAC DX
aspiration. Ensure outcomes are aligned to broader Global and APAC planning cycles and
operational cadence.

(5) Analytical Thinking: Be adept at analysing customer and operational data to understand
impact of implementations and identify opportunities for improvement.

(6) Problem Solving : Be a strong problem solver who has the ability to break down
problems into steps that will drive inputs into product development

What You'll Need:

• 5+ years of experience in project / program management / change management

• Proficiency in program management approach (e.g. PrinceII)
• Proficiency in change management approach (e.g. ADKAR)
• Proven success working in a fast-paced business environment
• Ability to work in a matrix environment and communicate effectively with diverse
stakeholders
• This is an APAC role--proficiency in languages such as Japanese, Mandarin,
Cantonese is a huge plus
• Proficiency in SQL and other analytics platforms is also an advantage
• Get it done attitude: You have the ability to deliver outcomes in a short time frame,
rising above ambiguity and defining your own path when there are multiple
 unknowns. You work largely autonomously and have no trouble following through
on what you committed.
• Strong stakeholder intuition and communication skills: You have a strong ability to
work with stakeholders from multi-cultural environments, persuading them with
trust and credibility. You have strong verbal and written communication skills.
• Structured, analytical thinking and problem solving skills: You are able to quantify
business problems in a data-driven way, define intervention plans, and demonstrate
measurable outcomes.
• Passion for continuous improvement: We constantly welcome change, improving
processes to raise standards. You must be always on your toes - finding the next
opportunity to improve the way things were, and highly driven to make the change
yourself.
• Attention to detail: Getting to the root cause of issues and understanding in
granular detail the requirements, solution design, defects and levers to influence the
metrics.

At Uber, we ignite opportunity by setting the world in motion. We take on big problems to
help drivers, riders, delivery partners, and eaters get moving in more than 10,000 cities
around the world.

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.