Global Fulfillment Sr Associate

**About the Role**

Are you passionate about transforming the customer experience and building products that make everyday life simpler and more delightful?

We're looking for a Senior Operations Associate to join our Global Retail Operations team - a dynamic, customer-focused individual who combines strategic thinking with a hands-on approach. You'll play a key role in shaping the Groceries and Retail business, turning customer insights into actionable strategies that drive adoption, satisfaction, and long-term retention.

In this role, you'll collaborate with cross-functional teams - including Tech, Data Science, Merchant Operations, and Catalog - to elevate the in-app shopping experience, reduce defects and cancellations, prevent fraud, and ensure every order meets the highest standards of quality and reliability.

We're seeking a strategic problem solver who thrives in complexity, uses data to drive decisions, and can influence global teams to deliver impact at scale.

**What You'll Do**

Product Champion

- Lead product initiatives that enhance shopping experience and order quality.
- Advocate for features and improvements that reduce risk, prevent fraud, and ensure compliance with local policies.
- Partner with Tech and Data Science to define product requirements, run experiments, set go-to-market strategies, and measure post-launch success.
- Continuously monitor performance and identify opportunities for iteration and improvement.

Insights & Problem Solving

- Identify and analyze key drivers that impact customer experience and retention.
- Combine data-driven analysis with qualitative research to uncover actionable insights.
- Design and lead quality improvement programs that address pain points and shape the product roadmap.

Be the Voice of the Customer

- Own customer insights by centralizing and managing knowledge about user needs and pain points.
- Develop and refine processes to collect feedback through surveys, support channels, and market research.
- Monitor industry trends and competitor benchmarks to ensure Uber stays ahead.
- Share insights that guide the long-term product strategy and roadmap.

Global Quality Program Management

- Lead global quality initiatives to ensure consistent, high-standard consumer experiences across all regions.
- Define goals, KPIs, and priorities; track progress and manage stakeholder alignment.
- Collaborate closely with Tech, Local Operations, Customer Support, and Global teams to deliver results.

Performance Monitoring & Reporting

- Own and track key Experience KPIs.
- Build monitoring systems to measure progress, identify opportunities, and report to leadership with clarity and impact.

**What You'll Need**

- Experience: A minimum of 5 years of experience in Business, Strategy, Consulting, Operations, or a related field.
- Education: Bachelor's degree in Business, Engineering, Computer Science, or a related discipline.
- Analytical expertise: Proven ability to use data and analytics tools (e.g., SQL, Python, Excel, Google Analytics) to drive insights and influence decisions. SQL proficiency is required.
- Program management: Strong experience leading projects from strategy to execution, managing timelines, resources, and stakeholders effectively.
- Strategic problem-solving: Ability to identify complex challenges and design data-backed solutions while maintaining a big-picture perspective.
- Stakeholder management: Proven experience collaborating across functions (Product, Operations, Legal, etc.) and influencing at multiple levels.
- Communication: Fluent in English, with excellent written and verbal communication skills. Able to present complex concepts to diverse audiences clearly and persuasively.
- Adaptability: Comfortable working in fast-paced, ambiguous environments and taking initiative to move things forward.
- Preferred: Experience in high-growth, tech-driven organizations. An MBA or advanced degree is a plus.