About The Role
The Mobility Operations team is responsible for bringing Uber's vision to life in Japan.The team is responsible for strategy creation, and execution for our Driver and Rider focused activities. Operations are all about running our business with executional excellence and helping our driver-partners and riders get the most out of the Uber platform. As part of the Mobility Operations Account Management (AM) team, Senior Account Manager, Churn Prevention & Resurrection plays a critical role in reducing churn and maximizing driver-partners retention. You will be responsible for supporting driver-partners in their early stage to prevent drop-off, as well as reactivating valuable driver-partners who have churned. This is a highly cross-functional role that combines customer success, data analysis, and scalable outreach execution to build a healthier driver-partners ecosystem.
Your Impact in Role
Churn Prevention
- Own driver-partners experience for new driver-partners after the onboarding process.
- Monitor and analyze early lifecycle performance
- Run scalable Foundation Checks to ensure early success
- Identify at-risk accounts based on key metrics
- Execute outreach strategies to improve onboarding quality and prevent churn
Churn Resurrection
- Identify churned driver-partners (Regrettable Churn) with high recovery potential
- Implement re-engagement campaigns to reactivate driver-partners
- Track and optimize resurrection efforts via data-driven decision making
- Collaborate with cross-functional teams to unblock operational or platform issues
What You Will Need
- Extensive experience in account management, customer success, inside sales, or operations
- Strong data literacy; able to analyze metrics and derive insights
- Comfort with scaled tools and automated outreach
- Excellent verbal and written communication skills in Japanese and English
- Passion for building strong customer relationships at scale
- A proactive mindset and ability to manage ambiguity
- Experience in operations, analytics, and data-driven CRM programs is a big plus
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