Operations Manager

**About the Role**:
At **Uber**, we don't just move people-we create **magical experiences**that make every trip seamless, enjoyable, and memorable. The **Rider Team**is at the core of this mission, working to **grow our rider base**through **efficient acquisition strategies**while ensuring that users remain **highly engaged and loyal**.

We advocate for **customer obsession**, ensuring that every interaction with Uber exceeds expectations. Our focus is on **deeply understanding our users**, identifying **pain points and opportunities**, and implementing **innovative strategies**to enhance the **rider experience**while driving sustainable growth.

As part of **Uber's Mexico Rider Team**, you will play a key role in **expanding our user base**, optimizing rider acquisition, and strengthening retention by delivering personalized, frictionless, and engaging experiences. You will collaborate with cross-functional teams to build and execute strategies that **increase rider engagement, improve trip quality, and unlock continuous growth**.

**What You'll Do**:
**Grow & Retain the Rider Base**:Design and execute **user acquisition and retention strategies**, ensuring we bring in **new riders efficiently**while keeping existing users **highly engaged**.

**Customer Experience & Journey Design**:Identify and enhance **key touchpoints**in the **rider journey**, ensuring **smooth, delightful, and hassle-free trips**.

**Data-Driven Growth Strategies**:Leverage insights to **optimize acquisition funnels, track user behavior**, and implement **targeted engagement initiatives**.

**Problem-Solving & Optimization**:Detect **experience gaps, ride performance challenges, and market opportunities**, turning insights into actionable improvements.

**Strategic Thinking**:Develop and execute strategies that **enhance customer loyalty, drive repeat usage, and improve engagement**.

**Stakeholder Collaboration**:Work cross-functionally with **Marketing, Growth, Regional Ops, Support Ops, and Product**to align initiatives and enhance the overall rider experience.

**Project Management**:Lead and implement **customer engagement programs**that **increase trip frequency, reduce churn, and boost satisfaction**.

**Product Expansion**:Support the **launch and scaling of rider-focused products**, ensuring **efficient adoption and long-term engagement**.

**What you'll need**:

- **Customer-Centric Mindset**:Passion for delivering **exceptional customer experiences**and building **long-term loyalty**.
- **3+ Years of Experience**:Proven experience in **operations, business analytics, project management, finance, strategy, consulting, or customer experience.**:

- **Passion for Teamwork**:Strong collaboration skills to work with **cross-functional teams**and enhance rider interactions.
- **Excellent Communication & Organization Skills**:Ability to influence stakeholders and drive alignment for **customer-first initiatives**.
- **Strong Analytical & Problem-Solving Skills**:Ability to interpret **rider behavior and feedback**, translate findings into action plans, and **execute solutions.**:

- **Execution Speed & Attention to Detail**:Ability to **balance strategic vision with operational excellence**, ensuring we deliver **fast and high-impact improvements**.
- **Adaptability & Agility**:Comfort working in a fast-paced environment with **rapidly changing priorities**.
- **Data Proficiency**:Strong ability to **track KPIs, interpret insights**, and implement changes based on customer behavior.
- **Language**:Fluent in English & Spanish.**:

- **SQL Proficiency**:

- Basic ability to **extract insights from data**and translate them into meaningful customer strategies.

**Preferred Qualifications**
- **Experience in customer experience, growth marketing, or user retention strategies.**:

- **Background in user research, service design, or loyalty programs.**:

- **Passion for shaping rider journeys and optimizing real-world interactions.