Japan CX - Program Specialist IV
Job Description
**About the Role**
As a Community Operations Specialist 4, you’ll play a vital role in enhancing the tools that support our front-line agents, enabling them to provide efficient and high-quality assistance. You will work closely with APAC points of contact (POCs) and line of business (LOB) owners, contributing to initiatives aimed at improving agent workflows and reducing operational costs. Through your efforts, you’ll help streamline processes, improve agent efficiency, and optimize support handling, directly impacting our customer experience and operational success.
**Your Impact In Role**
1. Collaborate with cross-functional teams to support and enable agent tool enhancements and launches, ensuring smooth implementation and functionality.
2. Act as a primary liaison between APAC stakeholders, providing clear and proactive communication to align on project goals and progress.
3. Identify and implement strategies for reducing support costs, such as optimizing operational processes and reducing agent handling time.
4. Analyze and improve workflows to boost agent efficiency and ensure a seamless experience for both agents and customers.
5. Monitor performance metrics and identify areas for improvement, proposing actionable solutions to enhance overall support quality and efficiency.
**The Experience You'll Bring**
1. 2-3 years of Customer Service, project management or related field experience.
2. Fluent in spoken and written English and Japanese.
**Preferred Qualifications**
1. Stakeholder Management: Establishes productive working relationships with immediate team and broader business through trust and reliability
2. Problem Solving: Ability to understand problems, generate solutions and provide solutions / analysis to recommend best approach
3. Teamwork: Works independently and asks for help when needed to avoid delays.
4. Collaboration & Inclusivity: Appreciates working with people from different cultures and across time zones to develop strategies and foster a cohesive and creative work environment
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).