About The Role
At Uber, we ignite opportunity by setting the world in motion. Our North Asia Mobility Customer Experience team leads customer operations for Uber in Japan, South Korea, Taiwan and Hong Kong. These markets are exciting hotspots of growth and need tech-enabled, efficient, high quality support operations. In this role, you will work across markets supporting new product launches, growth bets, reimagining our quality of support and enabling our market-based teams across North Asia.
Your Impact In Role
- Integrate our support strategy for driver / fleet acquisition across North Asia, ensuring operational excellence, service quality, and long-term scalability
- Build and launch efforts to upgrade our support experience quality across North Asian markets
- Undertake specific market-based short-term enablement projects and take ad-hoc responsibilities (business reviews, analytics, Voice of Customer) etc.
- Develop executive-level communications and presentations for Uber's leadership, leveraging strong verbal, written, and visual communication skills
- Collaborate with various teams in Operations, Sales, Community Operations, and Product to develop high-impact solutions
- Develop an in-depth understanding of customer experience by incorporating quantitative and qualitative insights
- Tackle day-to-day operational changes and root cause issues while leveraging VOC to build a program/influence other functional teams
The Experience You'll Bring
- 8+ years of experience in program management, consulting, corporate strategy, or similar fields
- Work at the forefront of GenAI-powered experiences to optimize how users, agents, and employees interact with Uber's digital ecosystem
- You have an entrepreneurial mindset and take ownership
- Ability to handle multiple priorities and to meet deadlines in stressful situations
- Passionate about our mission and moving people in all senses of the word
- Strong verbal and written communication skills in English and Japanese
Preferred Qualifications
- Experience in a top-tier strategy consulting firm or in an internal strategy group of a "fast-moving" operations led firm
- Strong program management skills demonstrated across multi-stakeholder, multi-topic projects
- Gen-AI proficiency (e.g. building and training GPTs, GEMs to use in day to day workflow)
- Strong data analytics, working knowledge of SQL
*職務概要*
Uberでは、世界を動かすことでチャンスに火を灯します。北アジア・モビリティ・カスタマーエクスペリエンス(CX)チームは、日本、韓国、台湾、香港におけるUberのカスタマーオペレーションを牽引しています。これらの市場は成長が著しいエキサイティングな拠点であり、テクノロジーを活用した効率的かつ高品質なサポート体制を必要としています。
本職務では、新製品の立ち上げや成長戦略のサポート、サポート品質の再構築、そして北アジア全域の各市場チームの活動支援など、多角的な業務に携わっていただきます。
*主な役割と影響力*
- 戦略の統合: 北アジア全域におけるドライバーおよびフリート(車両保有企業)獲得のためのサポート戦略を統合し、オペレーショナル・エクセレンス、サービス品質、および長期的な拡張性を確保する。
- 品質向上: 北アジア各市場におけるサポート体験の質を向上させるための施策を構築・展開する。
- 市場支援プロジェクト: 特定の市場に基づいた短期的な支援プロジェクトの遂行、およびアドホックな業務(ビジネスレビュー、分析、顧客の声(VOC)の集約など)を担当する。
- エグゼクティブ・コミュニケーション: 高い言語能力、文章作成能力、および視覚的プレゼンスキルを駆使し、Uber経営層向けの資料作成やプレゼンテーションを行う。
- クロスファンクショナルな連携: オペレーション、セールス、コミュニティオペレーション、プロダクトなどの各チームと協力し、インパクトの大きいソリューションを開発する。
- インサイトの活用: 定量的・定性的なインサイトを取り入れ、カスタマーエクスペリエンスに対する深い理解を構築する。
- 課題解決と改善: 日々のオペレーション変更や根本原因の特定に対処しつつ、VOCを活用してプログラムを構築し、他部門へ働きかけを行う。
*求める経験・スキル*
- 実務経験: プログラムマネジメント、コンサルティング、経営企画、またはそれに準ずる分野での8年以上の経験。
- 先端技術の活用: 生成AI(GenAI)を活用した体験の最前線で、ユーザー、エージェント、従業員がUberのデジタルエコシステムとやり取りする方法を最適化する。
- マインドセット: 起業家精神を持ち、当事者意識(オーナーシップ)を持って業務に取り組めること。
- 適応力: 優先順位が複数ある状況や、プレッシャーのかかる環境下で納期を守り遂行する能力。
- 情熱: Uberのミッション、および「あらゆる意味で人々を動かすこと」に対する情熱。
- 語学力: 英語および日本語による優れたコミュニケーション能力(読み書き・会話)。
*歓迎される資格・経験*
- トップクラスの戦略コンサルティングファーム、または変化の速い事業会社の経営企画部門での経験。
- 複数のステークホルダーや多岐にわたるトピックが絡むプロジェクトにおける、高度なプログラムマネジメントスキル。
- 生成AIの習熟(例:日常業務で使用するGPTsやGEMsの構築・トレーニング経験)。
- データ分析スキル、およびSQLの実務知識。
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