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Senior Central Operations Manager, Refund & Appeasements

Central Operations, Operations & Launch
in Chicago, Illinois

About the Role

Uber is looking for sharp, highly motivated individuals to join our US & Canada Rides Operations team. If you love setting a vision, managing cross-functional stakeholders, pushing projects forward to deliver measurable and strategically meaningful results, and solving problems from both 30,000 feet as well as deep in the details, this is the role for you.

At Uber, providing world class customer support is a core feature of our product experience. Delivering this caliber of support isn't easy - it takes leaders who can understand Uber's operations, adapt to our constantly changing business, and help solve problems where no solution currently exists. We're looking for an experienced business leader to manage and further innovate our business policies and standards in the US & Canada, which we use to interact with customers via support.

We're looking for a strategic, analytical leader to join our team to drive strategy & execution for setting and optimizing our budget for the refunds & credits that we deploy via customer support. We're also looking for someone highly analytical who can create a Return on Investment framework & optimize / measure against that framework over time.

What You'll Do

  • Set Vision: Define what our strategy should look like for optimizing refund & appeasement spend via customer support
  • Analytics / Strategic Thinking: Develop quantitative frameworks for how we should be thinking about return on investment & frameworks for making business decisions. Work to ensure that this framework fits within our US & Canada broader business strategy
  • Build Relationships: Interface with other functional areas (Finance, Support, Product, Marketing, Public Affairs, Legal, Engineering, etc.) to ensure we are bringing all available tools to bear on our toughest problems
  • Process improvement: Identify operational and structural weaknesses and help improve existing or or develop new processes to keep us as efficient as possible
  • Scale: Analyze business operations and ensure we are operating at the highest possible scale while also leveraging our in-market resources
  • Lead by example: Be incredibly truth-seeking with data, set a high bar for the team to think boldly and creatively and then to funnel that energy into concrete processes and execution plans, move fast, be biased toward action

What You'll Need

  • 4+ years experience of investment banking / consulting / business intelligence / strategy or related experience; some high-growth operations or startup experience is strongly preferred.
  • Exceptional communication and organization skills.
  • Clear communicator
  • Strong, demonstrated leadership capabilities
  • A "driver" personality - biased toward action, great collaborator and master disambiguator/simplifier - constantly pushing toward clarity and delivery.
  • Exceptional Excel / data management skills.
  • Self-motivated, works independently and possesses strong organization and time management skills
  • Bachelor's degree required
  • SQL Proficiency strongly preferred

About the Team

The Operations Team is responsible for developing functional business strategies, such as how we balance our marketplace, target and deploy customer promotions, and identify operational weaknesses. They balance improving or innovating new processes with setting and delivering on core goals to meet business needs.

At Uber, we ignite opportunity by setting the world in motion. We take on big problems to help drivers, riders, delivery partners, and eaters get moving in more than 600 cities around the world.

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.