Consumer Operations Manager (Product & Experience)

About the Role

As the Consumer Operations Manager (Product & Experience), you'll collaborate with a world-class product development and go-to-market team, playing a pivotal role in propelling our product to success. It's a significant opportunity to make a lasting impact.

Your primary goal would be to understand the unique dynamics of the local market, identifying consumer needs as well as opportunities to engage our users and advocating for products and experiences that resonate with the local market. Your analytical skills will be put to good use as you delve into the user journey, gathering qualitative and quantitative insights to enhance the customer experience and address pain points.

In addition to market insights, you will collaborate closely with cross-market and cross-functional teams to operationalize new products and features, further enhancing the consumer experience.

We're seeking an individual who is not only analytical but also passionate about delivering excellence. Strong project management skills are a must, and you should be ready to take on challenges as they arise. If you're passionate about making a meaningful mark and aspire to be a driving force in Uber Eats' success story, we invite you to seize this opportunity and join us.

Your Impact in Role

In this role, you will be a vital contributor to our success in Taiwan, utilizing your expertise to enhance our products, improve user experiences, and drive innovation across the board.

• User Advocacy: To gather and share insights necessary for product enhancements and new feature development, collaborate with domain experts across various fields, and become the go-to authority on our products and users in Taiwan. You will advocate for features and experiences that align seamlessly with the preferences of the local audience as well as the business and growth strategies
• Product Launch and Optimization: Collaborate closely with cross-functional teams including Product, Legal, Tax, Community Operations, Sales, and more to successfully launch and operationalize new consumer-facing product features
• Cross-line-of-business synergy: Drive cross-line-of-business coordination to unlock synergies across the Uber ecosystem, increasing user engagement, LTV, and platform stickiness
• Data-Driven Insights: Analyze consumer and business data alongside competitive market observations to derive actionable insights and provide valuable recommendations
• Consumer Research: Work with internal research team or external agency to plan, design, and execute qualitative and quantitative research in alignment with the consumer growth strategies
• Customer Satisfaction: Collaborate with the customer service team, identify pain points and consumer needs to consistently improve customer satisfaction levels
• Process Efficiency: Systematically identify and improve process inefficiencies within the adjacent teams, developing programs that enhance execution efficiency and deliver significant business value
• Fraud Management: Work with the Risk team, assist in the investigation and management of fraud-related issues, carefully manage the balance between risk control and user experience, and ensure the security and integrity of our operations

The Experience You'll Bring

• Educational Background: MBA, BA, or BS degree
• Language Proficiency: Fluent in English and Mandarin, both written and spoken, is a must.
• Communication Skills: Excellent verbal/written communication and presentation skills
• Detail-Oriented: Exceptional attention to detail, with the ability to handle multiple projects simultaneously without compromising the quality of deliverables. A knack for bringing innovative ideas to your work
• Self-Starter: Self-motivated and capable of working independently while maintaining a collaborative approach within a fast-paced environment. Approach work with a positive, proactive, and energetic attitude
• Professional Experience: A minimum of 3+ years of experience as a Product Owner/Product Manager or Product GTM roles for B2C platforms

Preferred Qualifications

• Analytical Background: Possess 3+ years of experience in consultancy, market research, or business/data analytical roles.
• Data Proficiency: Ability to proficiently analyze data using SQL and advanced Excel (Google Sheets) with a strong analytical mindset
• Project Management: Demonstrated skills in organization, planning, stakeholder and time management.
• Additional Skills: Familiarity with Tableau/Power BI and product tracking tools like App Annie, Mixpanel, and AI tools like Cortana is a valuable plus

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 accommodations@uber.com.