Address
Form of workAbout the role:
APAC Product Insights & Rollout (PIR) team has a strategic 3 year aspiration to transform 95% of its support interactions into delightful digital / self service experiences. We are looking for a PIR Program Leader to be based in ANZ, and who will be a key member of the broader APAC PIR team distributed across the region.
ANZ is a strategic star market for Uber across the Mobility and Delivery, where products and services are frequently trialed and launched first. This role is an experienced thought partner for the ANZ CX team in ensuring the digital customer experiences drive the strategic business initiatives. In addition to the country focus, this role also leads Eater Persona scope, partnering with Uber global engineers.
This multifaceted role requires a customer-first mindset, program and project management acumen, and a positive, solution-oriented attitude.
What You'll Do:
You will support the strategic and operational PIR programs for the ANZ region, working closely with the local CX team to align on customer experience program and project milestones; success metrics and targets; manage risks and issues; and drive PIR innovation. In addition, you will also manage a technical workstream working closely with the Global engineering team based in SF.
More specifically, you are expected to drive the APAC PIR team forward in 5 key areas:
Customer Support Innovation: Support the ANZ CX Strategy, Eater persona customer experience metrics by driving quality digital experiences and automation rate across all LOBs including emerging New Verticals.
PIR Project/Program Management: Tracking progress of PIR programs through weekly and monthly reports and dashboards. Working closely with Content, GDX, CO, 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 Direct as a new product etc.
Stakeholder Management: Proactively manage the relevant ANZ, APAC and Global stakeholders to ensure alignment of PIR ANZ strategy and plan; understanding and support for risks / issues and their resolutions. Facilitate decision making by outlining options / recommendations / trade-offs for PIR solutions.
Strategic Planning: Develop and implement the PIR plan for ANZ that both supports the PIR business strategy and the APAC PIR aspiration. Ensure outcomes are aligned to broader Global and APAC planning cycles and operational cadence.
Analytical Thinking: Be adept at analysing customer and operational data to understand impact of implementations and identify opportunities for improvement.
What You'll Need:
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
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.
Summary of role requirements:
- Flexible hours available
- More than 4 years of relevant work experience required for this role
- Working rights required for this role
