About the Role

Uber's vision is to become the most reliable on-demand platform for getting anything, anytime. By partnering with supermarkets, convenience stores, pharmacies, and other retail sectors, we help accelerate their growth by transforming the delivery experience through cutting-edge technological solutions. Leveraging the Uber Eats platform, we aim to make on-demand delivery both fast and reliable, delivering anything.

As a Consumer Experience Program Leader for EMEA, you will be responsible for defining and implementing the Consumer support strategy across the region to deliver cross functional projects to enable and enhance support operations, aiming to build the best experience for our Customers. You will also need to be an advocate for our Consumer experience across the business, to ensure we keep in mind the goal to provide an excellent user experience.

In this role, you will need to build partnerships with members of the Global & Region CommOps team as well as other key partner groups: Operations, Finance, among other teams.. Together, you will design and implement a Consumer experience to scale across EMEA as the Grocery & Retail business continues to grow.

What You'll Do

1. Lead development of the vision and support strategy for Consumer using Grocery & Retail in EMEA: segmentation, policies, support operations
2. Scale and improve support for a new business that's growing and changing constantly.
3. Advocate for our Consumers: understand their sentiment and pain points, and help them to solve the problems they experience. Convert findings into clear, practical plans that teams across the organization can apply in order to improve customer interaction.
4. Lead strategic Project Portfolio: Scope, plan, and ensure execution of strategic projects that are in line with business needs. Be obsessed about quality, efficiency and scalability. Ensure people, processes, and technology work together to deliver outstanding customer experiences and build trust with our customers
5. Be comfortable with ambiguity, lead through influence, and partner with business teams: Operations, Product, Vendor Management and Global CommOps, to drive decisions and projects to completion.

1. Minimum of 8 years' experience in technology, consulting, operations, or similar agile, project-based environments, showing significant impact.
2. Strong vision for customer experience coupled with critical thinking abilities. Take vaguely defined problem statements, define them, structure an approach, make a case and rally people around you and operationalise toward a solution implementation.
3. Love learning how things work and you're always looking for innovative solutions. Enjoy testing different strategies, deep diving on the data and tracking the results.
4. Program management and governance. Can structure and lead multi-stream programs, design and maintain a mechanism to track program status, flag issues, and remove roadblocks.
5. Excellent communication skills, capable of articulating complex ideas clearly to influence outcomes.
6. Resilient, positive, and deeply customer-focused.

1. Experience working with remote or international teams
2. Change management experience. You have previously led large scale transformational projects.