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Strategy and Operations Manager, Rider Operations
2 weeks ago
At Uber, we #GoGetIt, you'll get to work on challenging problems that require deep strategic thinking to deliver for our customers and make magic in the Uber marketplace. Your work will impact customers here and globally. You'll answer questions like how do we optimise the rider experience to increase retention?" How can we unlock deep insights into our riders to inform our strategy?" How do we invest to balance short term growth with long term value creation and loyalty?" How might we evolve Uber's value proposition in a market where riders have increasing alternatives and rising expectations?". This isn't about cutting and pasting from a playbook, it's about writing the playbook.
The Core Rider team is the key pillar of our rider experience, engagement and retention strategy. You will understand, manage and optimise all elements within the rider toolkit with the goal of matching the right levers to the right customers and/or use cases. The Rider Experience role is a unique opportunity to deliver a meaningful step change in customer experience for a platform that helps Aussies and Kiwis move around better.
Who We're Looking For
We're looking for a sharp, analytical problem-solver to help us navigate complex strategic decisions and unlock growth opportunities. This role is ideal for someone with experience in strategy, consulting or investment banking who wants to be closer to execution in a fast-paced, entrepreneurial environment. You'll apply your analytical toolkit in a dynamic, operator-led role where you'll see the tangible results of your work.
What You'll Do
- Make rider experience the reason people choose Uber. Lead strategy for Uber to be best in class mobility experience, reducing churn and enabling riders to get a ride when they need one.
- Structure and solve ambiguous business problems. Dig into our customer data and surface actionable insights on our customer experience and sentiment. Develop executive level presentations to influence senior leadership and gain buy-in on critical business decisions.
- Diagnose and implement opportunities for actionable improvements - collaborate with product owners and others to dig into the data and identify root causes of poor customer experience and retention, outline recommendations and cost / benefit trade offs for key initiatives. Build models and frameworks to evaluate decisions (e.g. market sizing, ROI, pricing). Then own execution and resolution of those improvements.
- Drive strategic initiatives across cross-functional teams to scope, test and implement initiatives.
- Own investment allocation and prioritisation for our consumer growth incentivised channels, forecasting and tracking business impact, always looking for ways to optimise processes and drive efficiency.
What You'll Need:
- Experience: Minimum 3 years of professional experience in strategy consulting, investment banking or similar roles. Experience in high-growth startups is a plus.
- Analytics and structured problem solving: you are naturally curious and are motivated by solving problems, however complicated or ambiguous they may be. You have the ability to break down ambiguous problems by applying structure and using data-driven insights, leveraging your strong excel skills (SQL or data tools knowledge is a plus).
- Initiative and ownership: You're organised and always on top of your deadlines to ensure nothing gets missed. You have demonstrated the ability to coordinate, plan and prioritise tasks across multiple projects.
- Speed, resourcefulness, and go-getter attitude: Everywhere you go, you can't help but flex and stretch your strategic thinking, pitching in as needed, but also knowing when to take control and lead a conversation with an engineer, a product manager or a customer service representative.
- Stakeholder management: You have proven experience in managing stakeholders at all levels and can effectively handle engagement with multiple partners from different teams, locally and internationally.
- Product sense: You know what makes a product experience not just good, but amazing. You work cross-functionally with teams to create integrations that delight users and drive measurable impact.
- Customer-centric: You are obsessed with customer experience. You can zoom out to understand the whole end to end experience, as well as dive in deep to a nitty-gritty problem, not leaving a stone unturned to make sure riders get the best possible experience.
