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Sr. Operations Manager (Rider & Product Lead) - Uber Hong Kong

City Operations, Operations & Launch
in Hong Kong, Hong Kong

About the Role

The Operations team leads our vision, strategy, execution and tactics for our Driver and Rider Operations in Hong Kong. Operations is all about running our business on the ground and helping our riders and driver partners get the most out of Uber's platform in Hong Kong.

We are seeking a Senior Operations Manager, Rider and Product Lead to holistically own all aspects of the Rider customer journey, grow our user base and enhance our Product Portfolio for stronger product market fit and segmentation.

Reporting to the General Manager of Hong Kong, this role will involve huge cross-functional collaboration across marketing, customer support, business development, finance, tax, legal, policy and communications. We are looking for an exceptional project manager with intimate product understanding, who is able to coordinate across all these groups to deliver a successful rider and product strategy and execution plan.

The ideal candidate possesses superb analytical skills, and is also passionate about teamwork and has prior experience managing a team to deliver results.

Examples of areas you will be working on are understanding rider preferences and behaviour, segmenting our rider base, boosting our rider acquisition and retention efforts, tailoring our value proposition to rider needs and deciding on new product launch approach and timeline.

What You'll Do

  • Live and breath the Rider customer journey. You'll know what Riders do, and when and why they do it. You'll understand their pain points and strive to solve them. You'll want everyone to ride just as much as you do!
  • You'll design and execute the vision, strategy and tactics for Rider acquisition and engagement, through data-driven analytics, creative campaigns, robust digital marketing and partnership programs
  • You'll work collaboratively with local, regional and global stakeholders to improve the Product experience for Riders
  • You'll project manage the development of compelling digital content to keep riders engaged and informed
  • You'll motivate and leverage members of the Operations team to continually level-up their results, expectations, and stretch for increasingly higher levels of impact across all core operational metrics
  • You'll work closely with the Head of Driver and Marketplace to achieve common goals

What You'll Need

  • 6 to 7+ years of deep, hands-on management of functions that included combinations of the following: operations, product, analytics, marketing and data driven CRM programs
  • Stellar project management skills. You have demonstrated impressive ability to lead initiatives at your organization
  • Highly developed business judgement and critical thinking skills with the ability to use data to quickly establish highest value priorities and develop a strategy to pursue them
  • High energy and motivational leadership driven by personal influence and example with direct staff, peers, and senior leaders across all company functions
  • Experience working closely and communicating effectively with internal and external stakeholders in an ever-changing, rapid growth environment with tight deadlines
  • You have the ability to motivate and inspire through storytelling - you are able to rally people behind a common goal
  • Strong collaborative mindset: we can be way more impactful if we work together
  • You want to shape the future of our presence in Hong Kong

About the Team

Hong Kong is on the largest markets in the world and has significant growth potential for our products and services. The density of the city with an inconvenient last mile and robust public transportation creates a unique environment for integrated personal mobility in the future. Our goal is to provide reliable, convenient and affordable point to point transportation for the benefit of the people of Hong Kong and make life easier for everybody.

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.