About The Role
Your role as an onboarding operations manager will focus, both on tactical and sustainable enablement of multi-site new store launches as well as driving new strategic automation opportunities within the onboarding process. You will manage a small onshore team working closely with the sales teams and Enterprise brands to provide a seamless and efficient experience to merchants wanting to join the Uber Eats platform.
With commercial business objectives at heart, you will have a deep understanding of internal operational processes and continuously strive to provide an efficient best-in-class onboarding experience for internal stakeholders and merchants. This includes but is not limited to; Funnel management, ownership of multi-site onboarding SLAs & KPIs, resolving daily escalations, process improvement, building automation, managing relevant offshore teams or vendors, updating support logic.
To succeed in the role, the Operations Manager will be passionate about proactively driving operational efficiencies within the onboarding process through automation and be customer obsessed to empower restaurant partners to excel on the Uber Eats platform from day one. Additionally, you will work collaboratively with the wider Sales, Merchant Operations and other cross-functional teams to continuously drive the best value for the Uber Eats business.
What You’ll Do
- Monitor the multi-site onboarding funnel to ensure SLAs & KPIs are met
- Manage onshore team of onboarding experts
- Resolve daily escalations and issues
- Report weekly on SLAs & KPIs
- Proactively identify and resolve bottlenecks within the funnel through a collaborative approach with cross-functional teams
- Plan and implement new strategic automation initiatives to continuously improve existing onboarding processes.
- Develop and update offshore support logic
- Facilitate change management within the team for process updates
- Work closely with the Onboarding Process / Product Champion to address complex issues and implement upcoming product updates / initiatives into existing processes
What You’ll Need
- 3+ years experience in operations, process consulting or improvement; some high-growth operations / startup experience or team management is strongly preferred.
- Salesforce experience is highly preferred
- Exceptional Excel / data management skills
- SQL required / Python preferred (but not mandatory)
- Logical mindset. Making decisions and sound business judgment through strong analytical thinking and commercial / operational mindset
- Adaptable. Embracing and driving change for continuous improvement through ambiguity
- Collaborative. Loves working with cross-functional teams to address issues as a team.
- Independent. Self-motivated, comfortable ideating own views and possesses strong organization and time management skills
- Leadership. Achieves results by effectively leading a team
- Resourceful. Knowing where to look or who to ask to efficiently achieve results or resolve issues
- Strong professional verbal and written communication. Ability to be credible with senior audiences.
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 10,000 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.
Uber is proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know by completing this form.
