About the Role

This unique Customer Experience Program Specialist role will be responsible for 1) designing and executing our Rider experience and support strategy and 2) managing our third-party escalation processes in Japan.

They will analyze, create, recommend, and execute the operational and strategic initiatives across a variety of programs and support modalities in the region. The role will also be responsible for executing continuous improvement actions as well as providing insights for strategic decisions and managing low complexity projects.

Your Impact In Role

• Program management: lead and manage Spender and CCD support programs, ensuring alignment with organizational goals and delivering a high-quality customer experience.
• Escalation handling: oversee and resolve escalated inflows, coordinating with relevant teams to ensure swift and effective resolution.
• Process improvement: identify opportunities to optimize support processes, reduce response times, and enhance the overall efficiency of Rider support operations.
• Data analysis & reporting: analyze support metrics, customer feedback, and escalation data to generate insights and drive continuous improvement.
• Cross-functional collaboration and staekholder management: work closely with other teams, including Product, Operations, and Engineering, to address systemic issues and improve support tools and processes. Act as the primary point of contact for internal and external stakeholders, ensuring clear and consistent communication.
• Compliance & risk management: ensure that all support activities comply with legal and regulatory requirements, and proactively identify and mitigate risks related to Rider support.

The Experience You'll Bring

• English and Japanese: Fluent in both (written and spoken).
• Minimum 2 years of experience in project management and/or operations roles.
• End-to-end problem solving and project management: understand problems, provide solutions/analysis to recommend the best approach, and generate solutions.
• Stakeholder management: establish productive working relationships with immediate team and broader business through trust and reliability.
• Data analytics: be comfortable leveraging data to derive possible solutions to any problem.
• Collaboration & Inclusivity: collaborate effectively with people from different cultures and across time zones to develop strategies and foster a cohesive and creative work environment.

Preferred Qualifications

• Experience: ideally in a high-growth operations and/or startup role.
• Technical Skills: proficiency in using CRM systems, data analysis tools (e.g. SQL, Google Suite, Excel), and project management software.