Digital Experience - Program Manager

仕事内容

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 Taipei, who will be a key member of the broader APAC DX team distributed across the region. Taiwan is a strategic growth market for Uber across Mobility, and Delivery. This role is an experienced thought partner for the TWN CX team in ensuring the digital customer experiences drive the strategic business initiatives.

This role leads a technical workstream around support for new mobility and delivery LOBs partnering with Uber global customer obsession product managers, engineers, and regional CX teams. 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

• 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.
• DX Project/Program Management: Tracking the progress of programs through weekly and monthly reports and dashboards. Partner with Agent Success, Advanced Analytics, Customer Obsession, and CX teams to ensure impactful results that drive high customer engagement. For example, the rollout of Service Fees as a key business model change; launch of Uber Connect as a new product.
• Stakeholder Management: Proactively lead the country, APAC, and Global partners to ensure alignment of DX strategy and plan; understanding and support for risks or issues and their resolutions. Facilitate decision-making by outlining options, recommendations, trade-offs for DX solutions.
• Strategic Planning: Develop and implement the DX plan for the new LOB pillar and for Taiwan 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.
• Analytical Thinking: Be adept at analyzing customer and operational data to understand the impact of implementations and see opportunities for improvement.
• Problem Solving: Be a strong problem solver who has the ability to break down problems into steps that will drive inputs into product development
  

Basic Qualifications

• 5+ years of experience in project, program management, and/or change management
• Proficiency in program management
• Proficiency in change management
• Proven success working in a fast-paced business environment
• Ability to work in a matrix environment and communicate effectively with diverse stakeholders
  

Preferred Qualifications

• 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
  

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.

Uber is proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know by completing this form.