About the Team
Uber Shuttle is an everyday commute product that is safe, reliable and affordable. With just a few taps and a short walk, Shuttle makes it easy for riders to book a guaranteed seat in an air conditioned bus from a selection of routes and pick-up stations servicing both consumer and business clients.
The Community Operations (CommOps) team is the engine behind our exceptional customer experience and the smooth operation of Uber Shuttle. We are dedicated to building world-class inbound and outbound customer support at scale, ensuring seamless interactions and fostering strong customer loyalty.
About the Role
As the APAC Uber Shuttle Program Leader, you will be a pivotal force within the Global Programs and Initiatives organization within CommOps, spearheading our customer operations strategy and execution across the region. Your mission will be to build and optimize high-quality, dependable customer success channels for both our B2B and B2C users, as well as our fleet partners. You will also drive proactive outbound initiatives, ensuring operational excellence, including route fulfillment.
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In this dynamic role, you will champion critical initiatives throughout the APAC support program. You'll lead and inspire interdepartmental and cross-functional teams - including Operations and Tech - to integrate process enhancements and technological advancements. Furthermore, you will collaborate closely with external stakeholders, staying ahead of industry trends and new developments.
A key aspect of your role involves leading and developing a team of 20+ on-the-ground support operations specialists who provide in-person support for our strategic B2B clients across India. You will forge strong partnerships with Operations and Account Management teams to proactively manage client expectations and deliver unparalleled support experiences.
Success in this role demands exceptional stakeholder management, impeccable organizational skills, and sharp problem-solving abilities. You will be a strong people leader, adept at motivating your team, and a compelling communicator capable of presenting information clearly and persuasively to gain buy-in at all levels.
This is a leadership and program management-focused role that emphasises team empowerment, continuous improvement, impactful communication, and the delivery of high-quality results.
We are seeking a highly versatile and well-rounded individual who can seamlessly transition between strategic thinking with Uber leadership and hands-on management of on-the-ground operations. Expect regular travel across India as you drive our APAC Shuttle success.
Your Impact in Role
- Lead, mentor, and inspire a team of 20+ in-person, on-premises B2B support specialists, fostering a strong team culture and driving high performance.
- Proactively identify and resolve operational bottlenecks to enhance efficiency and elevate customer satisfaction across all APAC support operations.
- Collaborate closely with Operations and Tech teams to refine product-market fit and then scale both: a) Uber's B2B shared rides products tailored for shift-based businesses (e.g., call centers, consulting firms), and b) Uber's B2C Shuttle products.
- Empower your team to conduct rigorous analysis and deliver consistent, actionable insights to Tech and Operations, driving improvements in key product features, bug resolution, and operational process optimization.
- Develop and deliver compelling executive-level communications and presentations for Uber's regional business and field operations leadership teams.
- Contribute significantly to shaping Uber's APAC customer success strategy and future support roadmap.
- Cultivate a deep understanding of the customer journey by integrating both quantitative and qualitative data to inform strategic decisions.
- Collaborate effectively within the team and across other functional teams globally to synthesise diverse perspectives, clearly define problem statements, formulate strategies, and develop high-impact solutions.
- Drive alignment with global functional teams to implement timely short-term solutions while simultaneously developing and communicating the long-term, evolving strategy.
The Experience You'll Bring
---- Basic Qualifications ----
- Minimum 8-10 years of progressive experience in customer support leadership, consulting, corporate strategy, or related fields.
- At least 2 years of demonstrated success in people management and team leadership.
- Strong analytical acumen with the proven ability to extract meaningful and compelling insights from datasets using SQL and other relevant tools.
- Proven experience managing complex, cross-functional projects and diverse stakeholders in a dynamic launch environment, leveraging data-driven insights.
- Exceptional program management skills, including superior organisational, time management, and prioritisation abilities.
---- Preferred Qualifications ----
- MBA, Master's degree in Economics, Business, Finance, or other quantitative fields
- Demonstrated ability to uncover data-driven insights to inform customer-centric decisions and drive impactful outcomes.
- Advanced proficiency in Excel and data management techniques.
- Outstanding written, verbal, and visual communication skills with a proven track record of influencing and building consensus across various audiences and organisational levels.
- A strong understanding of the bus and shuttle industry. Bonus points for direct experience in fixed-route transportation support programs.
Uber's Hybrid Working Model: At Uber, we embrace a hybrid working model. Employees work from the office at least 60% of the time, with Tuesdays, Wednesdays, and Thursdays as mandatory in-office days.
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.
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.