**About the Role** We are seeking a detail-oriented and proactive **Customer Experience Program Specialist** to join our APAC Grocery & Retail team. In this role, you will act as the first point of contact for escalated cases from our BPO partners, optimise support policies and processes for the Japan market, and work closely with cross-functional stakeholders to ensure our customers have seamless experiences. You will also provide Japanese language and market expertise for small projects, conduct customer insights analysis, and assist in policy localisation to meet the unique needs of Japan’s customers and partners. **Your Impact In Role** 01. **Manage Escalated Customer Cases:** 02. Act as the main point of contact for escalated customer issues for the Japan GR business, ensuring timely resolution and feedback loop. 03. Identify patterns in escalations, perform root cause analysis, and recommend process or policy changes to address recurring issues. 04. **Analyse Customer Support Data:** 05. Review and analyse customer support data and feedback to identify trends, pain points, and opportunities for improvement. 06. Collect customer insights to inform process changes, policy updates, and new initiatives. 07. Share actionable insights with stakeholders to drive improvements in customer satisfaction and retention. 08. **Localise Policies and Processes:** 09. Adapt global policies and workflows to meet the specific needs of the Japan market, ensuring alignment with local regulations and cultural expectations. 10. Collaborate with regional and global teams to update and implement standard operating procedures. 11. **Facilitate Stakeholder Communication:** 12. Coordinate with external partners (e.g., support centres) and internal teams (e.g., Sales) to address operational challenges and align on priorities. 13. Provide regular updates to stakeholders on progress and outcomes of projects or policy changes. 14. **Own and Participate in Projects / Workstreams:** 15. Plan and/or execute small-scale projects and workstreams requiring Japanese market expertise, such as process optimisations or new product initiatives. 16. Monitor project timelines, coordinate deliverables, and report on results. **The Experience You'll Bring** **Native Japanese Fluency with Basic English Communication Skills** 1. Must have native-level proficiency in Japanese to handle localisation tasks and customer escalations effectively. 2. Basic English communication skills required for cross-functional collaboration, as the majority of work will be conducted in English. **Project Management and Organisational Skills** 1. Proven ability to plan, execute, and manage multiple workstreams simultaneously, ensuring timely delivery of work. 2. Strong attention to detail and the ability to coordinate across multiple teams to achieve shared objectives. **Customer Support and Analytical Skills** 1. Ability to independently resolve complex customer issues by identifying root causes and implementing actionable solutions. 2. Proficiency in analysing customer insights, such as ticket trends and support data, using tools like Google Sheets or basic dashboard platforms (e.g., Tableau). 3. Strong capability in analysing ticket data and trends to uncover actionable insights for improving customer experience. **Preferred Qualifications** **Advanced Data Analysis and Insights Capability** 1. Demonstrates strong analytical skills to uncover trends and actionable insights from complex customer data. 2. Experience with advanced tools and techniques, such as SQL, Tableau, Looker, or Python for data visualisation and reporting, would be a significant plus. **Strategic Problem-Solving Mindset** 1. Ability to think beyond immediate issues and propose long-term, scalable solutions that enhance overall customer experience and operational efficiency. 2. Demonstrates initiative in identifying improvement opportunities without being prompted. **Experience in Automating Processes** 1. Familiarity with automating workflows or creating efficiencies within customer support operations, such as leveraging macros, bots, or other tools to optimise performance. We welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently. If you have the curiosity, passion, and collaborative spirit, work with us, and let’s move the world 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](mailto:accommodations@uber.com).