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Head of Eater Experience & Engagement, Uber Eats

Central Operations, Operations & Launch
in San Francisco, California

About the Role

One of the key components of Uber Eats' strategy is bringing new customers to Uber, helping existing customers to discover new products or programs, and increasing customer loyalty. We are looking for an exceptional individual to lead the strategy for Eater Experience. Reporting to the US/Can Head of Eater Operations, the leader will identify untapped or high potential eater segments and develop end-to-end experiences based on eater insights to capitalize on market trends. You will look across various aspects of the eater experience, including the order experience, delivery experience, demand generation strategies, and eater quality. The ideal candidate for this role should have a proven track record of clearly communicating strategy and financial impact, devising execution priorities, developing a detailed understanding of customer acquisition and loyalty, and advocating with global product teams.

What You'll Do

  • Develop a cohesive strategy to identify untapped or high potential eater segments and develop end-to-end experiences, including all eater acquisition, retention, and engagement activities, based on eater insights to capitalize on market trends.
  • Drive alignment and execution among stakeholders including Executive Leadership, Product, Marketing, and Support to exceed various eater engagement OKRs. Work with product and tech teams on customer insights, requirements, and feature roll-outs.
  • Lead, inspire, and develop a team of operations managers and strategists focused on providing insights to understand eater dynamics, developing a cohesive strategy, programs and solutions to build for our end-to-end ecosystem, drive accountability and visibility of progress against goals, surface gaps and opportunities, and prioritize actions to improve business results.

What You'll Need

  • 8+ years of professional work experience; 3+ of those years in consulting, strategy or related field; some high-growth operations or startup experience is highly desired
  • Strong people management skills and proven track record with at least 2 years of experience of leading high performing teams
  • Self starter with an analytical orientation; empathetic and leans in and embraces rolling up your sleeves with your team; skilled at balancing between short-term needs and long-term investments; thrives on change and comfortable with ambiguity
  • Bias toward action and constant push for clarity and execution
  • Excellent written and verbal communication skills as well as stakeholder management, consensus building and project management
  • Exceptional Excel / data management skills
  • SQL proficiency highly desired
  • Bachelor's degree (preferably in a quantitative field); MBA degree highly desired, but not required

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.