【Uber Eats】Senior Customer Experience Operations Specialist_PRL

【About the role】 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 Uber's 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. You'll contribute to initiatives that enhance customer experience for both merchants and delivery partners across these verticals, working closely with operational dashboards and business metrics that guide performance tracking and improvement. You will be expected to proactively identify operational gaps, drive program-level improvements, and deliver clear, structured updates and recommendations to cross-functional stakeholders. If you're someone who combines executional excellence with the ability to influence and manage through complexity, we’d love to talk. 【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 【Requirements】 - Bilingual in English and Mandarin Chinese (spoken and written) - Experience in CX operations, strategy, or program management. - Fluency in data storytelling and analysis, using tools such as dashboards, Excel, or SQL to inform decisions - Maturity in stakeholder communication and influence, particularly across time zones and functions - Experience navigating and improving performance in support environments or customer experience frameworks - Experience in marketplace operations or consulting, with knowledge of support performance, BPO management, delivery operations, and user research, is a plus.