Senior Operations Manager

About the Role

This role will be accountable for the launch and operational success of Trains business in France.

In this role, you will own the local strategy, be responsible for designing & deploying local growth initiatives as well as understanding the local consumer needs and ensuring the product is localised to meet French customer needs. In addition, you will help shape and deliver Uber's multimodal strategy in France, using data and operational levers to ensure that riders have an affordable, reliable and convenient booking experience when using this newly added mode of transport. You will be accountable for the Commercial and Operational success of the Trains business.

You will work closely with the Global Trains team, including counterparts in other markets (UK, Spain). You will also have the unique opportunity to work in collaboration with a wide array of Uber teams (e.g., BD, Marketing, Product, Engineering, etc.) as well as with our third party integration partners.

A good candidate for this role should be an analytical problem solver with solid business acumen and strategic thinking who is able to work with others to turn strategies into actions and ultimately deliver a great user experience for our Uber users. Must not be afraid to roll sleeves up and get stuck in!

What You'll Do

• Strategy - Drive the strategy for Trains in France and iterate it as we unlock more insights from our customer base and operations
• Operational launch - Bring Trains to life in France with the support of Central team's, ensuring operational excellence and a zero-defect experience for this new product
• User experience monitoring & optimisation - Form a granular view on the user experience delivered (e.g., dashboards, user surveys, etc.), identify opportunities to improve the user experience through different levers (e.g., customer info/education, product improvements, ad-hoc incentives, etc.) and work with the relevant teams to address the identified improvement opportunities
• Growth initiatives - Design, plan and execute growth initiatives (e.g., CRM campaigns, promotional strategy) aimed at scaling our business across France
• Tech roadmap - Collaborate with our Product and Engineering teams to build our future Tech developments, ensuring that we continuously prioritise the highest value-adding features
• Integration partners alignment and collaboration - Work with our integration partners' teams to ensure smooth communication and ways of working as well as to identify opportunities to improve the operations that overlap across businesses (e.g., addressing support tickets raised by Uber riders)

Senior stakeholder reporting & alignment - Create a governance structure through which all relevant FR/EMEA/Global senior stakeholders as well as the key contributing teams remain informed about the progress made and can swiftly be mobilised when support is required

What You'll Need

• At least 5 years of proven experience in strategy and operations coming from industries such as Technology, Consumer Goods, Manufacturing, Logistics/Transport or Management consulting
• Experience with identifying, building and improving operational processes
• Master problem solver; able to quickly get to the essence of complex problems, develops pragmatic solutions where no standards exist today, engages other experts for feedback and integrates it effectively
• Strong stakeholder management skills with experience working with cross-functional teams in developing and operationalising initiatives
• Data-driven decision mentality and sound business judgement through excellent analytical thinking. Experience in manipulation of data sets and data interpretation. SQL proficiency preferred
  

Bonus Points If

• Strong communication and comfortable sharing information formally or informally with senior audiences
• Excellent planning and organisation skills
• Creative solutions-driven approach, with an anything is possible attitude