Senior Operations Manager, Marketplace

About the Role

The Marketplace team’s mission is to ensure that Uber's customers in the UK have a reliable and convenient service at an affordable price at all times in all places. This is a hugely challenging task that requires our brightest minds to solve complex operational challenges. We use data to inform everything we do: identifying and executing initiatives to improve revenue performance and the health of our city marketplaces, optimising pricing, deciding where and when to deploy promotions, launching new product features and pricing technology and launching Uber in new cities.

This role focuses on coordinating launches and identifying opportunities for improvement of Marketplace products and features in the UK and owning the development of Marketplace customer policies and fees, with some flexibility to work across other strategically important projects in the Marketplace team, according to priorities. You will partner with many teams across the business to achieve your goals, including other UK Operations teams, EMEA Central Operations, Policy, Communications and Legal teams.

What the Candidate Will Do:

• Lead delivery of key projects for the UK Marketplace team, working cross-functionally with multiple stakeholders to assess, test, launch and monitor products and changes in the marketplace.
• Identify, surface, progress and execute on opportunities that improve Marketplace balance, enhance customer experience or accelerate our growth, leveraging large datasets underpinning every aspect of the customer experience and synthesising the data to give clear insight and inform recommendations.
• Ensure all impacts of products or initiatives on rider and driver experience is effectively evaluated and understood, and support other UK teams to create clear communications and explanations of product changes to our customers, regulatory bodies or trade unions where required.
• Communicate our progress against plans and effectiveness of initiatives to senior stakeholders.

What the Candidate Will Need / Basic Qualifications:

• At least 5 years of demonstrated experience in driving revenue growth and customer experience improvements for a product or business area.
• Strong business acumen and ability to see the bigger picture as well as the important small details. You are commercially astute and can evaluate opportunities considering the pros and cons from many angles to determine overall whether ideas will be beneficial to the business over the short and long-term.
• Consistent track record of solving complex operational problems using data analysis, demonstrating the ability to break down ambiguous problems in a structured way and identify and synthesise the appropriate data to create insights that inform solutions.
• Strong technical analytical skills, as an advanced user of SQL and Excel or Google Sheets.
• Experience leading and delivering on multifaceted projects, working effectively with many partners and stakeholders across the business.
• Excellent communication skills (verbal and written), with an ability to understand highly technical and complex mechanics and algorithms and then translate that information simply and effectively for a range of audiences.
• Customer obsession - you relentlessly think about building the best service for all three sides of the market, how what we are doing impacts our customers and how to find a balance that works for everyone.
• Self-starter, entrepreneurial and able to deliver projects with full autonomy within a fast-paced environment.
• A passion for innovating. You love generating new ideas and experimenting with something new, getting hands-on to get to the heart of the challenges and sharing ideas on how to keep iterating towards a better solution.

Bonus points / Preferred Qualifications:

• Experience working on product deployment and operations preferred.
• Experience/knowledge of methods of experimentation preferred.

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.