About Our Team
The food delivery market in Europe is highly competitive and rapidly growing. As Uber grows, delivering a customer experience that we are proud of is a top priority. Across all the countries in which we operate (12 in EMEA), restaurants have many options - we want to be the service they trust, and the platform they know is there to help when things go wrong.
Within Uber, Community Operations plays a key role in managing and overseeing support processes. These touchpoints cover self-service, automated experiences, and in-person support (via chat, email or phone to name a few). CommOps teams feed key insights about experience back into the organization, helping Uber improve products and processes. Community Operations partners with stakeholders across our business who share the goal of improving user experience, while supporting Uber's rapid growth.
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About the Role
We are seeking a Restaurant Experience Strategy Leader to design and lead key programs aimed at enhancing the delivery restaurant (B2B) experience.
This role will focus on shaping the end-to-end customer support journey, encompassing key areas such as support channels, scaled sales, policies, and technology integration.
As a senior member of the delivery organization, this role will have significant cross-functional influence, leading efforts and driving rollouts in collaboration with global and local teams.
The role will be based in Amsterdam with the opportunity for travel across the EMEA region on an ad-hoc basis.
What you'll do
- Program Management: Drive cross-functional projects across the customer lifecycle, identifying problems leading to restaurants getting in touch with Support. Make recommendations on how to optimize the customer journey to reduce friction and frustration. Evaluate the effectiveness of refund policies and look for ways to optimize them, looking into reducing customer churn and driving long-term engagement.
- Leadership and Influencing: Influence horizontally and vertically across the organization by demonstrating your domain expertise and value-based thinking. Formulate robust customer experience strategies that can be easily understood and adopted across all layers of the organization.
- Analytical Approach: Analyze and draw conclusions from data, challenge biases and fallacies, and communicate complex concepts in a narrative and story-rich way.
- Planning & Organisation: Identify priority activities that will improve experience, and drive their implementation in a structured and efficient way.
- Problem-Solving: Efficiently find solutions to key problems- resolve root causes and operationalize solutions; stay ahead of emerging trends and anticipate the need for harmonization when relevant to build scalable and efficient solutions.
- Customer Centricity: Understand our consumers better than anyone else - represent them in product/process design, and champion their voice across the organization.
- Team Enablement: Collaborate in a matrix environment to rollout strategic products/features. Cut across country complexity to harmonize and standardize approaches. Think and act from a global and tech first perspective.
- Stakeholder Management: Understand the complex network of teams who touch the Restaurants and drive impact. Build trust and credibility as you work to manage your complex portfolio and deliver results.
Basic Qualifications
- Minimum of 8 years of professional experience within at least one of the following fields: Customer Support, Strategy, Operations or Management Consulting.
- Strong compassion and understanding of customers. You will be an excellent advocate for Uber's users and passionate about the community experience.
- Data-driven and analytical approach. You can look at any spreadsheet and know the right questions to ask to get to practical outcomes, and you know how to explain data in a digestible way.
- Very comfortable leading multiple, ongoing projects in a dynamic, fast-paced environment with shifting timelines and a complex stakeholder management matrix.
Preferred Qualifications
- You're able to strike a detailed tone, whether you're explaining a new policy or addressing senior leaders. You can design impactful presentations and are capable of influence and persuasion.
- You have excellent organizational skills, integrity, and great follow-through on tasks.
- You are an exceptional communicator, capable of crafting data backed narratives with strong storytelling components.
- Natural curiosity. You love learning how things work and you're always looking for innovative solutions. You enjoy testing different strategies and tracking the results.
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.