Strategic Programs Lead APAC, Community Operations

Strategic Programs Lead APAC, Community Operations Department: Community Operations Team: Community Operations Location: Sydney, Australia Type: Full-Time **About the Role** In the Mobility Customer Experience team, we own the support experience for Uber riders and drivers. We thrive at the intersection of high-quality service and operational efficiency, leveraging automation and global support networks to keep Uber moving. In this role, you’ll lead the charge on efficiency by tackling fraud and operational waste, directly reallocating recovered resources toward initiatives that drive superior support quality. **Your Impact in Role:** 1. **Strategic Planning & Governance:** Lead regional business planning and reviews for APAC leadership. Partner with Global S&P to elevate market insights and ensure follow-through on action items. 2. **Finance Plan Accountability:** Own financial performance by optimising cost-effectiveness levers. Act as a cross-functional "strike lead" to course-correct performance and meet financial targets. 3. **Defect Reduction:** Lead cross-market programs to reduce customer defects. Use data-driven insights from Ops and Product teams to eliminate systemic friction. 4. **Network & Channel Strategy:** Architect the ideal agent footprint and channel mix. Collaborate globally to leverage efficient service models and right-size field operations. 5. **Policy & ROI Optimization:** Develop a robust framework to measure the ROI of rider/driver policies. Maximize the impact of refund and appeasement spending while closing loopholes in fraud and abuse detection. 6. **Systemic Efficiency:** Eliminate duplicative costs by refining automation, phone routing, and escalation paths. Drive the adoption of scalable tools while decommissioning inefficient ones. 7. **Regional Advocacy:** Serve as the strategic POC for APAC-ANZ/INSA for some global programs to ensure support infrastructure is world-class and market-ready. 8. **Leadership & Execution:** Directly manage and develop junior talent. Mobilize cross-functional teams across time zones, translating complex visions into executed reality with speed and persi