About the Role

Uber's vision is to become the most reliable on-demand platform for getting anything, anytime. By partnering with supermarkets, convenience stores, pharmacies, and other retail sectors, we help accelerate their growth by transforming the delivery experience through cutting-edge technological solutions. Leveraging the Uber Eats platform, we aim to make on-demand delivery both fast and reliable, delivering anything within 30 minutes.

The Community Operations (CommOps) team is committed to providing exceptional customer support while scaling to meet the rapid growth of this new business. As the Regional Lead, you will play a pivotal role in designing, managing, and optimizing customer service for our Grocery & Retail segment, with a primary focus on the UK and South Africa, while also supporting expansion efforts across the broader region.

1. Oversee the support journey for all Grocery & Retail customers in the market, from merchant onboarding to consumer support, ensuring a seamless support experience.
2. Lead and support the launch of new business initiatives (e.g., Retail, Restricted Items) aimed at unlocking growth opportunities for Grocery & Retail, working in close partnership with Operations and CommOps tems.
3. Design and support cross-functional projects to transform customer operations and improve service experience, using data and insights . Including influencing business goals and working with stakeholders to optimize processes impacting customer experience.
4. Design and manage customer operations for Grocery & Retail in your markets to ensure customer satisfaction. Track and manage key customer operations metrics (defects, cost, quality, efficiency).
5. Leverage best practices and help standardize processes across markets in EMEA (policies, content, agent performance, training).
6. Build close partnerships with Operations, Finance and other key business teams, to ensure we build a seamless support experience for our customers.

1. At least 7 years of experience in a startup, scaleup, or operations environment. You thrive in fast-paced settings and are passionate about driving change.
2. Customer operations or experience management expertise, with a focus on deeply understanding customer needs and making data-driven, customer-centric decisions.
3. Ability to build a vision for customer experience aligned with business strategy. You excel at taking loosely defined problems or needs, identifying what's required, structuring a solution, and working with teams to implement it successfully.
4. Collaborative mindset, with the confidence and adaptability to perform in dynamic, rapidly evolving environments. You know how to build relationships, gain credibility, and influence others to achieve shared goals.
5. Passion for innovating processes and tools to enhance operational efficiency. You'll work alongside teams such as Operations, Finance, and Central CommOps to set new benchmarks for collaboration and operational excellence.
6. Self-motivation and strong organizational skills, especially when working with remote teams across various time zones.
7. Excellent communication abilities, with a talent for clearly articulating complex ideas to influence decisions and drive results.

1. Experience in the grocery or retail industry, either working directly within the industry or in collaboration as a partner.
2. Experience in people management, excited about guiding and developing teams to perform at the levels while creating positive work environment.