About Uber
Uber's mission is to reimagine the way the world moves for the better. Here, bold ideas create real-world impact, challenges drive growth, and speed fuelds progress. What moves us, moves the world - let’s move it forward, together.
Offices continue to be central to collaboration and Uber's cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role.
*Accommodations may be available based on religious and/or medical conditions, or as required by applicable law. To request an accommodation, please reach out to accommodations@uber.com.
About the Role
Sr Community Operations Manager in Japan is an exciting opportunity to shape the driver experience in one of our highest-growth markets in Uber. Your mission is to deliver a world-class experience for our drivers and Fleets. You will be responsible for delivering great customer satisfaction and managing strategic projects to support different business initiatives. The role also gives the opportunity to manage senior and cross-functional stakeholder relationships across the broader business, and most of all, to be customer-obsessed.
What the Candidate Will Need / Bonus Points
---- What the Candidate Will Do ----
- Own the driver support experience: Be the face and owner of the driver support experience in Japan. Localize global and APAC driver priorities for Japan, reflecting regional regulations, customer expectations and competitive dynamics. Our core function is around customer support, though we also engage in supply activities, leveraging our scale and operations to help the business teams.
- Be the voice of the customer: Be a champion for our customers by continually providing the voice of the drivers, fixing broken experiences by sharing key actionable insights with the cross-functional teams to prevent cringeworthy experiences and help inform business decisions.
- Support launch and scale up of new products/initiatives: Provide the right inputs, SOPs, processes & tools to the teams to resolve all queries in a meaningful, consistent and principles-led manner.
- Product & Tech rollouts: Being a great partner on the ground for tech rollouts, dogfooding of new product or tech launches, and sharing feedback with the Product/ Tech teams to improve customer experience. Ensure support tooling, workflows, and policies are updated for new launches.
- Collaborate with regional and global teams: We work in a matrixed organization where we lean into deep functional expertise at a regional and global level. The role needs excellent stakeholder management to navigate through a matrix organization to be successful.
---- Basic Qualifications ----
- 4–6+ years of relevant work experience: in customer success, customer experience, support operations, or product operations in travel, aviation, telecom, SaaS, mobility, logistics, hospitality, or high-volume physical operations, with direct exposure to complex, time-sensitive customer journeys.
- Proven ownership: You have driven structural outcomes, not just managed processes. You can take charge and drive outcomes across multiple teams and stakeholder groups (Product, Engineering, Ops, Policy, Support).
- Data-Driven Mindset: Expertise in analyzing customer experience issues, developing structured solutions, and making data-driven decisions. Ability to leverage AI tools and working with analytics to translate insights into actionable business strategies.
- People & Stakeholder management: Proven ability to work cross-functionally and influence stakeholders at different levels, including Operations, Product, Policy and Support. Strong ability to build and maintain relationships with internal and external stakeholders to ensure cohesive efforts.
- Language Fluency: Native or bilingual proficiency in Japanese (reading, writing, speaking) combined with strong business-level English to communicate with regional & global headquarters.
---- Preferred Qualifications ----
- Experience in customer experience, support operations, or service design for marketplace or mobility products, especially with Driver / Earner audiences.
- Experience working across multiple teams in a global setting, balancing global standards with local nuance.
- Familiarity with AI-powered support or Gen AI tools and how they can transform customer and earner experiences is a plus.
~~ ~~