About the role
Uber Eats is on a mission to become the delivery platform of choice in the UK&I, a particularly competitive market, home to two of our major global competitors. The Uber Eats UK&I Courier Operations team plays a crucial role in this mission, designing and managing processes and products to improve courier experience and, in turn, maximise retention and platform engagement.
Uber Eats is hiring for a Head of Courier Operations for UK&I. We are looking for someone with a strong operational skillset who can think strategically, manage a team, and build the best holistic product and user experience for couriers delivering with Uber Eats. Critical to this role is a deep understanding of how the external environment might impact operational activities and an ability to work cross-functionally with Policy, Legal and Comms teams towards a shared strategy and outcome. Ultimately responsible for measuring and improving our operational performance across all courier operations processes, this role also works closely with Product teams to inform their roadmap and priorities, and drives cross-functional alignment with local and mega-regional Support and Operations teams.
This role calls for a combination of deep operational know-how, analytical skills, project and excellent stakeholder management, and people leadership. We are looking for someone who can build our long-term vision and mission for the function as well as guide their team in navigating multiple and diverse complex issues, all while nurturing the development of their reports.
What you'll own:
- Courier engagement - building a best-in-class experience and working with Product and Community Operations to improve lifecycle courier satisfaction
- Product rollouts - feeding into product ideation and design to tailor each solution to our local requirements, and planning product roll-outs in the UK&I together with Regional Operations and CommOps teams
- Compliance & Safety - maintaining and improving on the processes we’ve built to ensure Uber Eats is the safest and most compliant platform for restaurants, couriers and eaters while also engaging with internal and external stakeholders (including government departments, local authorities, and regulators) to represent the business
- Growth programmes - finding the right holistic approach to turbocharge courier acquisition and retention across our multiple channels. This includes P&L ownership over the relevant lines
What you'll do:
- Lead a high-performing team in a fast-changing environment: motivate and rally a team of 4 highly specialised subject matter experts behind a shared goal and help them navigate rapidly changing situations and disruption
- Creative and strategic problem-solving: you have a constant appetite and the capacity to analyse complex situations using a vast range of inputs, drawing sound conclusions and translating them into actionable plans. We often operate with imperfect data in a rapidly changing environment and need a leader capable of designing sound actionable plans fast
- Align stakeholders behind your plans: you will work closely with and drive coordination between the UK&I Courier Operations team and a wide range of cross-functional teams, from CommOps to Legal, Policy and more
- Make sound business decisions: show the ability to connect business performance metrics and P&L with our operations and team’s actions on the ground. This role will make P&L-driven decisions (e.g. decide increased Performance Marketing investment) that require a strong understanding of our unit economic
- Obsess over operational performance: you strive for excellence in everything you and your team do and recognise the importance of marginal gains in process improvement
What you'll need:
- 10+ years of solid operational and analytical experience gained in a tech company, finance, operational management or consulting (analytics track)
- A bias for data. You naturally take a scientific and highly analytical approach to everything you do with strong attention to detail and accuracy. You know how to use data to make decisions and are experienced with analytical tools:
- Advanced Excel/Google Sheets proficiency working across large data sets is essential
- Intermediate SQL experience is a plus
- Strong ability to interpret data and communicate results in a structured and compelling manner to less technical audiences (e.g. leadership team, commercial POCs)
- Positive and team-orientated "can-do" approach
- Able to work and drive action cross-functionally and collaboratively. Very strong stakeholder management and communication skills
- Experience working in policy, government, or civil service strong plus
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