Uber

About the Role

The Director of Consumer Operations for Mobility, ANZ will spearhead strategies to grow and retain Riders across Australia and NZ (ANZ). Riders are central to our business, and we need a leader who can drive immediate growth while delivering sustainable competitive advantages for the long run.

We’re looking for someone who can set a vision and solve problems from 30,000 feet as well as dive deep into the details with the ANZ Consumer Operations team (approximately 15 FTEs). This team spans Core consumer Operations (Growth, Engagement, and lifecycle manager), Airport & High-Value Experiences (managing key Airport partners and a large suite of value-add products like Uber Comfort Electric and Uber Max), and our Growth Bets team (experimenting and growing new products like Uber Teen and Uber Pool). The ideal candidate will have a track record of building and leading successful teams, and ensure that the team is focused on the right work to deliver the broader strategic priorities of the organization.

The individual in this role will also be a key member of the Mobility Leadership Team, bringing customer empathy and obsession, operational excellence, and data-driven decision-making to the whole of business problems.

Finally, this role will work across many functions and teams in ANZ and APAC, closely collaborating with Product teams in Uber HQ in San Francisco, as well as with many other global counterparts.

What You’ll Do

• Drive our next phase of growth; You will optimize Core Rider growth today, alongside driving incremental growth and strategy setting for the long term. You will also ensure that all our growth efforts and communications with Riders happen in a seamless and coordinated manner. You’ll bring new thinking and big vision to how we shift how Aussies and Kiwis move over the long term.
• Be the champion of Riders; You will live and breathe the Rider experience and be a fierce advocate to ensure awareness and empathy for Rider needs. You will work with cross-functional groups, constantly striving to improve Riders’ experience with the Uber app
• Be an expert; You will understand the input metrics driving Rider growth, satisfaction, retention, and engagement and identify opportunities to tangibly improve these areas. You will understand where and why Riders could take more trips, or have a better experience, and actively work to improve those metrics.
• Be a leader; You will continuously develop a team of highly analytical and empathetic individuals who care deeply about Riders. You will be expected to excel as a coach, attract great talent, and grow individuals into future leaders of the business

The Experience You'll Bring

• Hands-on management experience that includes some combination of the following: operations, analytics, growth, marketing, loyalty and retention, project management, management consulting, or related experience
• Leadership experience; People are what drives Uber and, therefore, the company’s most important asset. You are passionate about setting an inspiring vision and direction, developing your team, and helping them grow professionally. At the same time, your sphere of influence will extend beyond your team, to influence and shape the broader Mobility business
• Customer experience; You will have proven experience in creating customer propositions in retail, tech, or consumer goods. You will obsess over the details of exceptional customer experience and understand how to work with HQ to deliver commercial and compelling products
• Growth muscle; ideally you’ll bring
• Sharp business acumen, judgment and critical thinking skills with the ability to use data to quickly establish the highest value priorities and develop a strategy to pursue them

About the Team

At ANZ Mobility, we love to #GoGetIt and we are often at the forefront of cracking new problems for Uber. This means you’ll get to work on challenging problems that require deep strategic thinking to deliver for our customers and make magic in the Uber marketplace. Your work will impact customers here and globally. It could involve building a strategy for targeting high-value customers, building a more sustainable future for mobility, or discovering the best way to increase rider engagement through our Membership program. This isn’t about cutting and pasting from a playbook - it’s about writing the playbook.

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.