Senior Manager - Strategy, Innovation & Enablement (APAC Community Operations)

#Greatmindsdontthinkalike At Uber, we take pride in our diversity and working environment that sees you as more than just a person that can do the job, but a unique individual that can level up our organization with a perspective only you can offer. Uber provides a truly open culture that encourages all to voice their thoughts.

About the Team

Community Operations(CommOps) is the heart and soul of our #BuildWithHeart approach at Uber. We work with customers, people earning money on the platform and partners at enormous scale. Community Operations helps operationalise every new and existing product and idea that Uber comes up with - it’s an organisation that touches every part of Uber!

About the Role

CommOps team at Uber plays a crucial role in building and maintaining our customer service network. Our mission is to develop a world-class support organization that effectively scales, remains reliable and consistent, and provides unparalleled service to our Uber community.

As a Senior Manager - Strategy, Innovation & Enablement, you will have the opportunity to make a significant impact on Uber's customer service network and contribute to shaping the future of the company. This role offers a challenging and dynamic environment where you will work with a diverse and talented cross functional team dedicated to delivering exceptional service to our Uber community. This includes

• Driving large-scale strategic programs aimed at enhancing the experience for our Earners and Spenders on the Uber platform: You will lead initiatives that prioritize customer satisfaction, loyalty, and operational efficiency. Your work will directly impact the success of our platform and contribute to the growth of Uber's business in the APAC region.
• Managing senior stakeholder relations from a strategy and planning perspective: You will collaborate closely with cross-functional teams, including Customer Experience (CX), Operations and broader Global CommOps, to develop and execute initiatives that align with the company's overall goals and objectives. Your ability to foster strong relationships, influence key stakeholders, and demonstrate exceptional problem-solving skills in a fast-changing and ambiguous business environment will be critical to the success of your role.

Your Impact in Role

• Own and nurture relationships with senior stakeholders: Cultivate strong relationships with market CX teams and continue to raise the bar in terms of delivering value that enables CX teams to create a magical experience for Uber customers
• Contextualize and communicate key problem areas: Present earners/riders’ challenges in a compelling manner to CommOps and non-CommOps stakeholders for informed decision-making.
• Collaborate with global, regional, and functional leads: Understand the strategic plan and program requirements, ensuring alignment and effective execution across the APAC region.
• Develop deep strategic insights: Provide valuable inputs, analyses and actionable insights for India specific as well as APAC-spanning projects, shaping Uber CommOps’s direction in the market.
• Lead critical programs independently: Drive critical projects that enhance the overall experience for earners and spenders, addressing region/market-specific needs and priorities.
• Effectively prioritize and manage a large volume of program tactics: Ensure timely execution of key initiatives while balancing competing priorities and resources.
• Facilitate and encourage the adoption of business standardization processes and best practices: Drive consistency and efficiency across the organization through collaboration with cross-functional teams.
• Design and facilitate business reviews: Design review processes to evaluate performance, identify improvement areas, and implement actionable recommendations for operational efficiency and growth.

The Experience You'll Bring

• Proven experience in consulting, corporate strategy, or data-savvy program management role: Demonstrated experience in these areas, showcasing your ability to analyze complex business problems and develop strategic solutions.
• Strong analytical and presentation skills: Ability to gather and analyze data, derive meaningful insights, and effectively communicate findings to diverse audiences.
• Critical thinking and master problem solver: Develops new frameworks for complex problems, engages other specialists for feedback and integrates it effectively. Ability to work effectively with broader range of stakeholders from different cultural backgrounds and to make recommendations
• Program Management experience: Proven track record of autonomously running structured, well-coordinated projects, ensuring successful delivery within specified timelines and budgets.
• Worked with large distributed and cross-functional teams: Experience collaborating with diverse teams across different locations and functions, fostering collaboration and achieving common goals.
• Stakeholder Management: Proven track record of successfully working with stakeholders across regions/markets. Ability to engage and collaborate with senior stakeholders, build strong relationships, and align objectives to achieve desired outcomes.
• Experience in executive communications and senior stakeholder engagement: Proficient in communicating effectively with senior leaders, tailoring messages to various audiences, and influencing decision-making processes.
• Planning and Organisation: Appropriately prioritizing and planning of projects and/or tasks that maximize the benefit for the organization. Setting up and maintaining systems to appropriately structure and keep track of tasks and projects

Note: Candidates with less experience maybe considered for Manager - Strategy, Innovation & Enablement

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.