This is a Team Lead - Safety Investigations role with Uber based in Sydney, NSW, AU

The idea for Uber was born on a snowy night in Paris in 2008, and ever since then our DNA of reimagination and reinvention carries on. We’ve grown into a global platform powering flexible earnings and the movement of people and things in ever-expanding ways.

About the Role

The ANZ Earner CX team is responsible for delivering seamless experiences for our partners through policy creation, product launches, automations and strategic initiatives.

We focus on delivering cost-effective support, addressing earner VOC, and developing strategies to improve the earner experience in a very fast moving marketplace landscape

As a CX Program Specialist, you will play a critical role in improving support processes, optimizing workflows, and driving operational excellence for both merchant partners and internal stakeholders.

This role requires process improvement skills, good attention to detail, and general problem-solving acumen and curiosity. You will work closely with cross-functional teams and BPO partners to streamline operations, solve pain points, and implement impactful initiatives.

Your Impact in Role:

1. Policy and Support Experience improvements - See trends in earner issues, fix policy and process gaps, recommend experience improvements
2. Project Management – Support execution of key initiatives. Key projects in H2 include Sales teams, Defect Reduction and GenAI support tech rollouts.
3. Collaborate with Cross-Functional Teams – Work closely with key POCs such as Analytics, Vendor Management, Workforce Management, L&D, Content, and Operations to align strategies and drive continuous improvement.
4. Support Teams Coordination – Ensure smooth and efficient operations within third-party support teams, optimizing performance and service quality.
5. Troubleshoot and Solve Ad-Hoc Issues – Proactively address operational challenges, ensuring a seamless earner support experience.

The Experience You'll Bring:

1. Stakeholder Management – Experience working cross-functionally and globally to align priorities, execute initiatives, leverage synergies and manage expectations.
2. Adaptability – Ability to navigate ambiguity, prioritize multiple projects, and thrive in a rapidly evolving landscape.
3. Attention to Detail – A meticulous approach to process documentation, execution, and operational accuracy.

Preferred Qualifications:

• Experience in BPO operations and/or Customer Experience (CX).
• Hands-on experience with SQL
• GenAI support transformation / optimisation

🟢 Please consider applying even if you don't meet 100% of what’s outlined 🟢

Why Uber is partnering with Hatch on this role. Hatch exists to level the playing field for people as they discover a career that’s right for them. So when you apply you have the chance to show more than just your resume.

A Final Note: This is a role with Uber not with Hatch.