About the Role

We’re looking for a passionate, customer-focused Operations Lead to join our Groceries and Retail business and lead the Fulfillment Success team within GR Global Operations. In this role, you’ll guide a high-performing team to deliver exceptional experiences to Uber consumers and drive long-term engagement and retention by ensuring customers get what they need, when they need it.

You’ll collaborate across functions—including Tech, CommOps, Merchant Operations, and Catalog—to reduce defect rates and cancellations, ensure accurate order fulfillment, and raise the bar for delivery quality while maintaining sustainable economics.

This role calls for a strategic problem solver who thrives in ambiguity, builds scalable processes, and influences across all levels of the organization. You’ll combine big-picture thinking with hands-on execution to drive operational excellence at a global scale.

What You’ll Do

Be a Product Champion: Partner closely with Product Managers, Engineers, and Data Scientists to shape product strategy, requirements, and execution.

• Bring a strong operational and customer experience lens across the full product lifecycle—from ideation through launch and iteration.
• Advocate for features and improvements that elevate quality, reduce defects, prevent fraud, and ensure regulatory compliance.
• Ensure product launches align with long-term Retail strategy and P&L objectives, balancing customer experience with financial sustainability.

Lead Global Experience & Quality Transformation

• Drive global quality initiatives to improve the consumer experience and reduce defects across regions.
• Design scalable solutions that strengthen long-term retention while thoughtfully managing experience and cost tradeoffs.
• Establish clear, consistent quality standards globally while empowering regional teams to execute effectively.

Build Performance Visibility for Senior Leadership

• Define KPIs and develop executive-ready dashboards and scorecards.
• Monitor product and experience performance, surface insights, and translate data into clear, actionable recommendations.

Turn Data into Actionable Insights

• Identify top experience pain points globally through data-driven analysis.
• Partner with Data Science to uncover root causes and launch targeted improvement initiatives with measurable impact.

Create Global Guidelines That Scale

• Develop frameworks and operating models that guide strategy and execution.
• Capture best practices from around the world and translate them into practical playbooks that regional teams can use to solve complex challenges.

Basic Qualifications

• Experience: at least 7 years in Operations, Business or General Management, Strategy, Planning, or a related field.
• Education: Bachelor’s degree in Business, Engineering, Computer Science, or a related field.
• Strategic thinking & problem solving: Demonstrated ability to develop structured frameworks and make data-informed decisions in complex, ambiguous environments.
• Cross-functional leadership: Proven experience partnering with Product, Operations, CommOps, and other cross-functional teams. Ability to influence and build alignment at all levels.
• Communication: Excellent written and verbal communication skills, with the ability to explain complex or technical concepts to diverse audiences, including senior leaders.
• Analytical skills: Strong analytical capabilities with experience using data to guide decisions, measure impact, and identify opportunities. Proficiency in SQL required.
• Comfort with ambiguity:Ability to anticipate and manage risk while taking thoughtful, responsible bets.

Preferred Qualifications

• Experience in fast-paced, high-growth environments.

  MBA or other advanced degree.

  Advanced proficiency in SQL and Python.

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.