Senior Strategy & Operations Manager - Earner and Regulatory Ops

About the Role

Tens of thousands of Australians and Kiwis choose to drive and earn with Uber every day. As part of the Earner and Regulatory Operations team and leading the Driver Experience function, you’ll work to deliver upon Uber’s key value proposition of being the platform of choice for flexible work. Your job will be to strengthen Uber’s relationship with driver‑partners, and ensure that they feel supported and motivated to succeed on and off the road. You’ll develop driver experience and engagement strategies to help driver‑partners enjoy and make the most of their time on the Uber platform; this will require us to build programs to foster positive community and engagement, working closely with cross‑functional teams to ensure compliance of various processes, and elevate the comms strategy to improve driver experience and engagement. This person will also be working on mobility related regulatory programs that impact overall driver experience and engagement, working with policy, legal, and other XF stakeholders to ensure compliance.

What The Candidate Will Do

• Build Driver experience and engagement strategies to enable higher retention on the platform.
• Lead special projects to improve key aspects of the driver‑partner experience; maintain a continuous improvement process to identify customer pain‑points, use complex problem‑solving skills to propose solutions and execute delivery of your recommendations.
• Develop data‑led insights to inform the business on sentiment, emerging issues and engagement; elevating the voice of driver‑partners in Australia and New Zealand.
• Build programs focused on building a sense of community and connection for driver‑partners to deepen relationships.
• Drive our communication strategy to ensure we are delivering the right message at the right time to the right audience, and communications are in line with Uber brand.
• Project management & strategy – choose which projects the team should prioritise, and build detailed project plans to reach goals quickly.
• Be customer‑obsessed, and take initiative. Take ownership of making Uber the platform of choice for driver‑partners in ANZ, and do everything you can to support and enhance the quality of our services.
• Improve our Driver‑partner customer experience by (but not limited to) developing CX strategy, leading our marquee program and launching product features.
• Be the custodian of our driver‑partners making sure we consider the impact on their experience on the platform due to business decisions or outcomes.

What You Will Bring

• 5+ years of high‑performing work experience in startup, strategy, operations, analytics, customer support, or a variety of other roles with demonstrated ability in customer strategy and project management.
• Excellent communication skills (verbal and written) with the ability to translate data into actionable insights.
• Problem‑solving – the ability to break down ambiguous problems by applying structure and using data‑driven insights to solve them.
• Data‑driven decision‑making ability and analytical skills – experience dealing with complex data sets using Excel/Google Sheets (SQL strongly preferred), deriving insights, checking against the real world and synthesising recommendations.
• Ability to take initiative in a constantly‑changing work environment while maintaining flexibility and a collaborative attitude.
• Stakeholder management – experience working closely and communicating effectively with internal and external stakeholders in an ever‑changing, rapid‑growth environment with tight deadlines, and demonstrated ability to coordinate, plan and prioritise tasks across multiple projects.
• A willingness to be “on the ground” working responsively with driver‑partners.

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