About the Role
Ware looking for a passionate and customer-centric Operations Lead to join our Groceries and Retail business and lead the Experience and Quality team for GR global operations. In this role, you will manage a high-performance team focused on delivering a magical experience to Uber consumers. Your goal is to drive long-term engagement and retention by ensuring timely delivery of everything our consumers need.
You'll collaborate across multiple functions (Tech, CommOps, Merchant Operations, Catalog) to reduce defect rates and cancellations, ensure accurate order fulfillment, and set a high standard for delivery quality. This includes empowering earners to become proficient shoppers, ensuring a seamless and efficient shopping experience, and providing smooth handoffs to consumers.
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This role requires a strategic thinker with a strong ability to execute and influence at all levels, with a focus on creating scalable processes and frameworks that drive global operational success.
What You'll Do
- Global Quality Program Management: Lead and manage global quality initiatives to enhance the consumer experience and long-term retention, ensuring consistent quality standards across all regions.
- Product Champion: Drive shopping experience and quality product launches. Advocate for features and improvements to achieve high-quality standards, mitigate risks and fraud, and ensure compliance with policies and legal requirements.
- Performance Monitoring and Reporting: Define KPIs and create scorecards to track progress, identify opportunities, and report on results to senior leadership.
- Insights Generation: Identify key quality detractors on a global scale and use data-backed analyses to initiate quality programs that address these challenges.
- Shopping Proficiency: Lead impactful solutions to improve earner shopping proficiency. Enhance the consumer experience while engaging and incentivizing earners to maintain high service standards.
- Implement Global Guidelines: Develop comprehensive frameworks to guide business strategies and actions. Identify and consolidate best practices globally into playbooks for Regional teams to tackle major quality challenges.
What You'll Need / Bonus Points
Basic Qualifications:
- A minimum of 7 years of experience in Operations, Business/General Management, Strategy, Planning, or a related field.
- A Bachelor's degree in Business, Engineering, Computer Science, or a related field.
- English proficiency.
- Strong strategic thinking skills with the ability to develop frameworks and make data-driven decisions.
- Proven experience working cross-functionally with Product, Operations, CommOps, and other teams. Ability to influence and drive alignment at all levels.
- Exceptional communication and presentation skills, with the ability to explain complex and technical concepts to diverse audiences, including senior executives and stakeholders.
- Strong analytical skills, with the ability to use data insights to drive decisions, measure success, and identify business opportunities.
Preferred Qualifications:
- Experience in fast-paced, high-growth environments.
- Ability to thrive in ambiguity, anticipate risks, and take responsible yet creative risks.
- An MBA or advanced degree is a plus.
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.