Customer Experience Program Specialist

Customer Experience Program Specialist Department: Community Operations Team: Support Operations Location: Sydney, Australia Type: Full-Time **About the Role** Uber’s vision is to become the go-to platform for getting anything delivered, anytime. As we scale the Retail business across APAC, we’re seeking a dynamic and strategic **Customer Experience Program Specialist** to join our APAC Retail Community Operations team, supporting Retail support operations and initiatives across Australia & New Zealand. In this role, you will be a primary point of contact for ANZ Retail operational initiatives, partnering closely with global and local teams to ensure strong alignment between strategy, execution and market needs. You will play a critical role in optimising support experiences, strengthening operational processes, and ensuring seamless implementation of new policies, products and workflows across the Retail support ecosystem. This is a high-impact and fast-paced role that requires strategic problem-solving, global and regional stakeholder management, and a strong understanding of the Retail operational landscape. You’ll help shape and evolve our support models, identify improvement opportunities, and ensure our operations scale effectively to meet the needs of a rapidly growing business. **Your Impact in Role:** 1. Act as a Primary ANZ Retail POC: Stay closely connected to day-to-day Retail support operations, manage escalations, and ensure smooth execution of key workflows and initiatives. 2. Drive Operational Excellence: Analyse trends, identify pain points, and use data-driven insights to improve processes, close experience and policy gaps, and enhance the quality of support. 3. Manage Key Stakeholder & BPO Partnerships: Collaborate with global, regional and local partners, and oversee BPO performance to ensure alignment, consistency and high-quality execution. 4. Support Tooling, Automation & Policy Execution: Monitor tooling and automation performance, surface operational needs to product teams, and ensure successful roll-out of new policies, products and processes. 5. Lead Cross-Functional Proje