Supply Account Manager, Uber Shuttle

About the Role

This role is based in Chicago and reports directly into the Head of Supply for Uber Shuttle in the US. The Supply Account Manager, Uber Shuttle will be responsible for overseeing existing Uber Shuttle supply partnerships, helping to grow them, and project managing internal initiatives to improve processes and product features. This role requires strong commercial acumen coupled with good people skills to drive engagement within fleet partners. Attention to detail, problem solving, and organizational skills are a must. Additionally, you must be comfortable working with external and internal stakeholders and presenting to them. The team has worked very hard to gain fleet partners and we want to do everything we can to provide the best experience possible and help them grow with us. This role is best suited for people who are comfortable working on unstructured, early stage problems.

What You'll Do

• Own Partner Onboarding: Facilitate and strategize the entire fleet partner onboarding process, address and resolve driver blockers, and ensure timely resolution of support tickets. This will typically be prior to the launch of a new B2B or consumer program so time management, organization, and project management are keys for a smooth start
• Fleet Partner Training: Develop and implement comprehensive training programs for fleet partners and their drivers, introduce new tech features, and investigate and report on driver app blockers
• Market Launch: Assist cross-functional teams and fleet partners with pre and post-market/customer launch activities to ensure sustained performance. Collaborate with product teams to identify, file, and monitor app glitches.
• Drive Operational Efficiency: Oversee and enhance operational workflows, monitor and improve key performance indicators (KPIs) such as Operational Efficiency, Partner NPS, Driver Satisfaction, and Issue Resolution Time.
• Market Performance: Oversee market performance by analyzing and interpreting fleet partner performance trends, identifying opportunities, and recommending areas for improvement.
• Problem Solving: Deep dive into our most challenging problems on Supply growth and retention and develop solutions through first-principle thinking & robust analysis.
• Analyze Data: Keep tabs on the customer metrics and delve into the driver metrics that are associated to identify gaps, develop hypotheses and use data to drive improvement.
• Fleet Partner Relationships:Develop and maintain relationships with our current fleet partners and help them grow with Uber. Build and drive engagement through various channels. Make sure fleets and drivers are hitting SLAs on existing deals with customers. Train and help fleets and drivers use our Uber Shuttle technology to run their side of the operation as smoothly as possible. Work with suppliers to gather feedback and build cases to advocate for their requests to be built into our products
• Partner Payments and Service Agreements: Ensure the timely and accurate processing of partner payments and maintain compliance with all service agreements
• Partner Support and Program Optimization: Provide daily operational support to partners and continuously optimize programs to enhance efficiency and effectiveness.
• Ensure Fleet Compliance: Lead screening and background check processes for Shuttle Operations, handle and resolve bug reports promptly, and maintain and update driver onboarding documents and best practices
• Be an owner: We're building a business and there's a lot that we don't know. You will need to be a self-starter that doesn't shy away from facing challenges and takes initiative to ensure we move the business forward.

• 2+ years of relevant experience in the tech, shuttle/charter, logistics, or freight industries
• Prior experience in business development, customer sales, account management, supply management, procurement or operations is a plus
• The ability to clearly communicate and present information to stakeholders across all levels of the business - internally and externally
• Strong business and operational acumen as well as critical problem solving skills
• Proactive and creative solutions-driven approach, with a 'get it done' attitude
• Strong attention to detail and organizational skills
• Comfort working in a startup environment where you are helping to create structure
• Willingness to travel up to 3-4x per quarter
• Proficiency in Excel/Google Sheets with the ability to help visualize data for fleet and internal presentations
• Must have experience using SQL to research, study and answer real world questions