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Driver Experience Manager

Central Operations, Operations & Launch
in Sydney, Australia

About the Role

Driver Experience Managers are responsible for the core experience for all of our driver-partners across Australia and New Zealand. Your role will be to deliver on key projects that improve this overarching experience... From our driver loyalty offering to removing our driver-partners' biggest pain points, you own the primary output; driver satisfaction as scored through regular sentiment surveys.

You will be a fierce, data-driven, empathetic advocate for driver-partner experience. Engaging with multiple internal and external stakeholders, with competing business priorities (like that of marketplace health), will be commonplace. You'll need to be able to build and maintain strong cross-functional relationships to ensure driver-partners are being listened to and that our business is actioning projects to fix pain points. Importantly, the ability to disseminate qualitative and quantitative data into actionable outcomes and influence will be critical to the role.

What You'll Do

  • Take responsibility for owning the core view of the Driver Partner experience in Australia and New Zealand. That means that you play a central role in ensuring that every minute on the Uber app and every interaction we have with Driver Partners builds trust, loyalty and above all creates a magical customer experience.
  • Be a champion of the Driver Partner. You will live and breathe the Driver Partner experience and be a fierce advocate for Driver Partners to ensure they are at the centre of decision making. You will work with cross-functional groups, striving to improve Driver Partners' experience, with a focus on the biggest pain points you identify and quantify.
  • Be an expert. You will understand the driver-partner experience from first contact to 10,000 trip seasoned pro. You will understand where and why driver-partners struggle with their Uber experience and actively work to improve it.
  • Own and deliver high impact projects to step change the driver experience - as well as working with stakeholders, you will understand where opportunities for improvement lie, and take ownership of delivering magical experiences
  • Be an advocate for ANZ. You will be the key point of contact to the the Driver Product organisation at our head office in San Francisco to ensure effective roll out of Driver-partner related products as well as building business cases for ANZ's specific product needs.
  • Own key metrics in this space: most importantly, driver-partner sentiment.
  • Meet driver-partners in person on a semi-regular basis to keep abreast with who are partners are beyond the numbers

What You'll Need

  • Minimum 3 years of business experience - Management Consulting or Investment Banking preferred
  • Familiarity with and passion for customer experience and empathy for Drivers
  • An analytical approach - the ability to seek out and analyse data to back-up sound recommendations (SQL experience preferred)
  • A proactive approach to solving problems and finding solutions
  • Ability to deliver complex projects as an individual, and strong project management skills that enable you to work with multiple teams
  • Strong written and verbal communication skills
  • Be comfortable with ambiguity in a fast-paced environment

About the Team

A part of the wider Driver Operations team, the Driver Experience Team owns the experience of 80k partners across Australia and New Zealand, from setting a vision for the future through to the operational implementation of our plans. The team offers an excellent opportunity for professionals who want strategic ownership of their ideas, and the opportunity to deliver on end-to-end projects in a fast, fun and complex environment.

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.