Client Description
At Uber, CommOps (Community Operations) refers to our global customer support and experience operations team. We focus on designing, managing, and improving scalable support experiences for our users, including riders, delivery partners, merchants, and couriers.
We are looking for a senior-level Customer Experience Operations Specialist to join our team and help shape the future of Ubers support experience across both the Merchant and Direct LOB domains. This is a high-impact individual contributor role designed for someone who thrives in ambiguity, has strong ownership, and brings a structured, analytical, and customer-centric approach to problem-solving.
Candidate Profile
- Bilingual in English and Mandarin Chinese (spoken and written)
- Experience in CX operations, strategy, or program management
- Strong structured problem-solving skills with the ability to translate insights into action
- Fluency in data storytelling and analysis, using tools such as dashboards, Excel, or SQL to inform decisions
- Demonstrated capability to operate autonomously in fast-paced and ambiguous environments
- Maturity in stakeholder communication and influence, particularly across time zones and functions
- Ability to manage multiple initiatives and execute with high ownership and attention to detail
- Experience navigating and improving performance in support environments or customer experience frameworks
Responsibilities
- Own and drive CX programs across both Merchant support and Direct LOB verticals, including grocery and retail merchant types
- Identify and solve complex problems using data, voice of the customer, and cross-functional input
- Bring clarity to ambiguity: independently scope issues and improvement opportunities, then lead solution design and execution
- Partner across functions (Policy, Product, CommOps, BPOs) to ensure consistent execution, delivery partner and merchant experience alignment, and LOB-specific implementation
- Deliver structured, insight-driven updates to stakeholders and escalate blockers with clear business context
- Monitor and interpret CommOps performance dashboards, especially for Direct LOB metrics, to flag anomalies, share trends, and identify opportunities for efficiency and quality gains
- Recommend policy, tooling, or process changes rooted in analytical reasoning and grounded in customer experience
