B2C & New Programs Operations Manager, Uber Shuttle

We recently brought Uber Shuttle magic to the US and Canada. We are now looking to expand the US based team to continue growing as fast as possible! This team primarily targets the B2B space to help companies tackle the return to office challenge. Our programs provide riders with an easy, reliable and safe way to get to work. We also have several programs launched in the airport space and want to expand our B2C business in 2024. This is an amazing opportunity join a unique startup within an established company to help shape this team and our product offerings.

About the Role

Based in Washington, DC, this role reports directly into the Lead for Uber Shuttle in the US. The B2C and New Programs Operations Manager, Uber Shuttle will foster existing Uber Shuttle relationships (airport shuttle partners) helping to grow them while launching new programs. This role will lead internal initiatives to improve processes and product features. We will also be working on several B2C pilots in 2024!

Attention to detail, problem solving, and organizational skills are a must. You should be comfortable presenting to stakeholders and project managing multiple parties. The team has worked very hard to gain fleet partnerships and launch these types of programs. We want to do everything we can to provide the best customer experience as they grow with us! This role is best suited for people who are excited to solve unstructured early stage problems.

What You'll Do

- Fleet Partner Relationships:

- Develop and maintain relationships with our current airport fleet partners and help them grow with Uber. Build and drive engagement through various channels.

- Make sure fleets and drivers are hitting SLAs on existing partnerships

- Train and help fleets and drivers use our Uber Shuttle technology to run their side of the operation as smoothly as possible

- Work with suppliers to capture feedback and build cases to advocate for their requests to be built into our products

- Strategy:

- Long term strategy to increase our airport shuttle presence around the US&C

- Continuous thought around improving launch processes and timelines for new launches

- Evaluate various B2C Uber Shuttle opportunities and come up with a business plan on the best strategic fit, priority order, locations, archetypes, and generally what should be pursued in 2024

- Program / Project Management: Collaborate with cross functional teams such as our customer service team, product, and analytics to ensure program health and growth

- Scale: Find opportunities to optimize, streamline or automate processes to improve scalability

- Drive Product Market Fit:

- Identify solutions to improve market fit and work with the central operations and product teams to drive improvements

- Cost: Work on strategies like cross-utilization, pricing improvements, etc. to reduce customer service cost and drive profitability for the business

- Problem Solving: Evaluate our most complicated problems on customer growth and retention to develop solutions through robust analysis.

- Analyze Data: Pay attention to the metrics and dive into the network, rider, and driver data to validate your hypotheses to make data driven decisions

- Be an owner: We're building a business and there's a lot that we don't know, You must be a self-starter who doesn't shy away from challenges and takes initiative to ensure we move the business forward.

Basic Qualifications

- 2+ years of proven experience in the tech, shuttle/charter, logistics, or freight industries

- Ability to clearly communicate and present information across all levels of the business

- Strong business and operational competence as well as critical problem solving skills

- Willingness to travel 2-3x per quarter

- Proactive and creative solutions-driven approach, with a 'get it done' mentality

- Strong attention to detail

- Proficiency in Excel/Google Sheets to help visualize data for customer and internal presentations

- Must have experience using SQL

Preferred Qualifications

- Startup experience or experience on a new product line within a large company

- Prior experience in business development, customer sales, account management, procurement or operations is a plus

- Experience with account management or supply management

For Washington, DC-based roles: The base salary range for this role is USD$101,000 per year - USD$112,500 per year.

You will be eligible to participate in Uber's bonus program, and may be offered an equity award & other types of comp. You will also be eligible for various benefits. More details can be found at the following link [https://www.uber.com/careers/benefits](https://www.uber.com/careers/benefits).

Uber is proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know by completing [this form](https://forms.gle/aDWTk9k6xtMU25Y5A).

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.