Operations Manager, Uber HCV

About the Role

In one sentence: Live and breathe the Rider's customer journey for HCV.

The role is part of our Rider Ops Vertical within the Central Operations team. This role will shape and deliver on the Global HCV Rider strategy (for all the countries where we are present). This will be done by understanding the rider's journey and addressing their pain points, driving rider growth through strategic initiatives, experimentation, optimizing the rider journey, and executing growth initiatives with a special focus on in-App communications using various CRM and Uber tools.

This is a hands-on role that calls for a combination of rider obsession, savvy analytics, critical thinking, and strong execution skills. You will have to think creatively to find ways to continuously enhance our value proposition to our HCV riders and optimize their experience.

You will do this by enabling Regional Operations teams with data, tools and resources to and building scalable solutions to improve the Rider Journey in each of their markets.

You will also collaborate with stakeholders across Regional Ops, Analytics, Data Science, Product & Engineering teams to ensure alignment and progression towards the business objectives.

What the Candidate Will Do:

1. Live and breathe the Rider's customer journey. You'll know what HCV riders do, and when and why they do it. You'll understand their pain points and strive to solve them. You want everyone to use HCV!
2. Own and Drive Rider Strategies: You'll be responsible for shaping strategic initiatives rooted in deep analysis to drive rider growth and engagement. By analyzing key business metrics and rider behavior (using different sources of data), you'll identify high-impact opportunities that can be transformed into actionable initiatives.
3. Experimentation: This is key to innovation and growth. You'll design, execute, evaluate and make recommendations using data backed insights.
4. Build Global Scale: Leveraging regional and global learnings to iterate on future campaigns as well as scaling efforts globally.
5. Optimize Rider Journey: Oversee and enhance the rider journey, ensuring operational efficiency, increased engagement, and reduced churn.
6. Execution: In this role, you'll be at the forefront of turning ambitious ideas into tangible results. You'll execute growth initiatives from concept to completion, ensuring flawless execution at every stage. This involves coordinating with diverse teams, managing resources, and overseeing project timelines to deliver high-impact outcomes that drive business growth.
7. CRM expert: You will build logical and scalable CRM solutions using Uber internal tools and collaborating closely with our Global CRM team to drive the best Rider strategies. You will be a master of our CRM.
8. Partner with cross-functional teams: You'll work closely with global and cross functional teams including product, engineering and regional teams to achieve common goals. Building partnerships with different stakeholders will be key to success.

What the Candidate Will Need / Basic Qualifications:

1. Minimum 3 years of hands-on experience in a Technical Marketing or CRM Operations role or other relevant experience in a fast pace environment solving for consumer growth.
2. High proficiency in reading and writing SQL queries
3. Data-first problem solver with sound business judgment and demonstrated experience acquiring and engaging users in a commercially sensible way.
4. Good project management, stakeholder management and communication skills with the ability to balance rigorous attention to details with swift execution.
5. You want to shape the future of Uber Shuttle!

Bonus Points / Preferred Qualifications:

1. High attention to detail and strong communication skills (written and verbal)
2. Experience with Tableau, Python or similar tools is a plus!
3. Previous experience driving strategies and executing CRM strategies.
4. High technical aptitude with the ability to quickly ramp up on internal nuances related to people, processes, and technology.
5. Growth mindset: You are a proactive learner with a "can-do" attitude - you can pick up skills and knowledge quickly and are excited to become the expert on topics within the team.
6. Ability to manage multiple projects simultaneously, ensuring they are completed on time, while adapting and thriving in a dynamic, business-driven 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 [email protected].