Senior Manager, Support Innovation and Growth

Senior Manager, Support Innovation and Growth Department: Community Operations Team: Community Operations Location: Tokyo, Japan Type: Full-Time **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:** 1. Integrate our support strategy for driver / fleet acquisition across North Asia, ensuring operational excellence, service quality, and long-term scalability 2. Build and launch efforts to upgrade our support experience quality across North Asian markets 3. Undertake specific market-based short-term enablement projects and take ad-hoc responsibilities (business reviews, analytics, Voice of Customer) etc. 4. Develop executive-level communications and presentations for Uber's leadership, leveraging strong verbal, written, and visual communication skills 5. Collaborate with various teams in Operations, Sales, Community Operations, and Product to develop high-impact solutions 6. Develop an in-depth understanding of customer experience by incorporating quantitative and qualitative insights 7. 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:** 1. 8+ years of experience in program management, consulting, corporate strategy, or similar fields 2. Work at the forefront of GenAI-powered experiences to optimize how users, agents, and employees interact with Uber's digital ecosystem 3. You have an entrepreneurial mindset and take ownership 4. Ability to handle multiple priorities and to meet deadlines in stressful situations 5. Passionate about our mission and moving people in all senses of the word 6. Strong verbal and written communication