Strategic Operations Manager

About Uber

Uber's mission is to reimagine the way the world moves for the better. Here, bold ideas create real-world impact, challenges drive growth, and speed fuelds progress. What moves us, moves the world - let's move it 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 [email protected] .
  
  

About The Role

On the Uber Eats Regional Operations team, we serve the business and local markets by helping scale our most impactful processes and initiatives and drive innovation in the region. The Marketplace Operations team is responsible for building the tools and processes, as well as partnering with product and engineering teams to launch products that make sure that all actors find value on our platform (Couriers, Restaurants, Eaters, and Uber itself).

You will be joining the Marketplace Experience team that focuses on resolving High friction Experiences. As the PMO for Refunds & Appeasements (R&A) , You will be responsible for driving our Net R&A OKRs, track against P&L projections and navigating the complex trade-offs between Customer Experience, Merchant sentiment, and Risk/Fraud. You will also additionally champion initiatives to improve the overall Eater experience usptream to minimise need to for Eater to ask for an R&A in the first place.

What You'll Do

• Own the R&A Strategic Roadmap: Lead the end-to-end strategy for Refunds & Appeasements across the region. You will be directly accountable for the Net R&A OKR , ensuring that our post-delivery resolution frameworks drive long-term user loyalty while protecting the marketplace's financial health.
• Arbitrate Marketplace Trade-offs: Act as the primary architect of the "R&A Triad"-optimizing the delicate balance between Customer Experience (seamless refunds), Merchant Experience (fairness and retention), and Operational Cost (minimizing leakage). You'll build the decision frameworks that define how we resolve high-friction moments at scale.
• Data-Driven Planning & Experimentation: Drive the R&A engine through robust planning and forecasting cycles to predict spend and impact. You will design and execute experiments to test new appeasement logics, leveraging deep analytics to identify trends and optimize marketplace performance.
• Strategic Stakeholder & Product Bridge: Serve as the Subject Matter Expert (SME) and central link between merchant Operations, Customer Experience team, Finance and Product.
  
  

What You'll Need

• At least 5 years of experience in Business Operations, Management Consulting, and/or Investment Banking with a strong analytical background.
• Good problem-solving skills with an ability to structure the challenges we face into concrete action plans.
• Stakeholder management skills with experience working in diverse, cross-functional, and global environments.
• Shown project management skills with an ability to set up and manage processes or projects from the ground up.
  
  

Bonus Points

• Advanced analytical skills in SQL and Excel/GSheets. Exposure or interest in Python is a plus!
• Excellent interpersonal skills with an ability to translate quantitative findings into action plans and clearly present data to various audiences.
• A creative attitude that understands and enjoys experimental design.