Strategy and Operations Manager, Uber Eats, UK
About the Role
Uber Eats is looking to grow the Merchant Operations team in the UK. The mission of the Operations team is simple: make Uber Eats the preferred delivery platform for merchants, couriers and eaters in all cities and towns we operate across the region.
In this Merchant Operations role, you will champion our partners by owning the merchant lifecycle. Your core mission will be to lay the foundation for sustainable growth by tackling friction that causes churn and proactively working to elevate overall satisfaction and ratings. You'll analyse the merchant journey to pinpoint operational friction points that hinder success, driving strategic initiatives to improve the overall merchant experience and shaping the product roadmap to directly impact key metrics.
This role requires building robust performance reporting, structuring experiments, and managing targeted interventions to drive operational excellence across the entire merchant base.
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Success in this role is highly collaborative. To achieve our mission, you will partner closely with other local and regional operations teams, Community Operations, Automation, and, most importantly, our Commercial teams, who represent the needs and wants of our Merchant Partners.
What the Candidate Will Do
- Develop and maintain robust reporting and dashboards to monitor merchant lifecycle performance, focusing on key metrics like churn rate, satisfaction (NPS), and average ratings.
- Analyse complex operational data to diagnose root causes of merchant friction, dissatisfaction, and high churn, translating insights into actionable improvement plans.
- Collaborate cross-functionally with Community Operations, Commercial, Product, and Regional Operations teams to advocate for merchant needs and influence the roadmap for new features and process changes.
- Design and deploy targeted intervention programs for high-risk or low-performing merchant segments to directly drive improvement in their operational standing and overall experience.
Basic Qualifications
- Minimum 3+ years of professional experience in an analytical, high-growth role within Operations Management, Program Management, or Business Analysis.
- Bachelor Degree in a business, quantitative, or technical field.
- Demonstrated ability to build, interpret, and action sophisticated performance reporting (SQL or advanced data tooling experience is highly advantageous).
- Solid track record managing senior stakeholders and operating effectively in a complex, cross-functional environment
- Experience leading voice-of-the-customer (VoC) or similar insights programs, using data to translate merchant feedback into concrete operational and product improvements.
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.
Perks and Benefits
Health and Wellness
- Health Insurance
- Health Reimbursement Account
- Dental Insurance
- Vision Insurance
- Life Insurance
- FSA With Employer Contribution
- Fitness Subsidies
- On-Site Gym
- Mental Health Benefits
Parental Benefits
- Fertility Benefits
Work Flexibility
- Flexible Work Hours
- Remote Work Opportunities
- Hybrid Work Opportunities
Office Life and Perks
- Casual Dress
- Pet-friendly Office
- Snacks
- Some Meals Provided
- On-Site Cafeteria
Vacation and Time Off
- Paid Vacation
- Unlimited Paid Time Off
- Paid Holidays
- Personal/Sick Days
- Sabbatical
- Volunteer Time Off
Financial and Retirement
- 401(K)
- Company Equity
- Performance Bonus
Professional Development
- Work Visa Sponsorship
- Associate or Rotational Training Program
- Promote From Within
- Mentor Program
- Access to Online Courses
Diversity and Inclusion
- Employee Resource Groups (ERG)
- Diversity, Equity, and Inclusion Program