Job Description

Team Lead, Loyalty and Rider Experience, EMEA

At Uber, we ignite opportunity by setting the world in motion. We take on big problems to help drivers, riders, delivery partners, and eaters get moving in more than 600 cities around the world.

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.

This team covers a broad mandate of customer offerings, with the overall objective of ensuring Uber is the most dependable, affordable and delightful way to get you wherever you need to be. Some key topics include operationalizing our low cost strategy, constantly improving the everyday rider experience and developing our suite of rider payment options across the EMEA region. This team focuses on both the every day and the outliers to determine the best path forward for the business and our customers across a diverse set of countries.

This team is new - we are looking for a strong founding member to set up and lead our Rider Experience and Loyalty team. You will be responsible for managing a team of 3 to deliver against some of the biggest strategic priorities for EMEA. This team will be responsible for improving our core rider experience, differentiating our products from our competitors and increasing rider engagement and loyalty. As the most experienced member of the Rider Operations team, you will also support the Head of Rider across a range of projects, playing a crucial part in shaping the roadmap and structure of the team, hiring and training new team members and establishing a team culture.

What you’ll do

• Responsible for the successful rollout and ongoing maintenance of initiatives to increase rider engagement and loyalty
• Partner with the market research team and teams across central ops to better understand the rider perspective and translate insights into action
• Improve the experience of our riders and drivers on trips paid for in cash
• Project manage the rollout of large strategic initiatives
• Build and manage a team of 3 people, developing a strong team culture and work ethic
• Support on recruiting and developing a team of strong operators and analysts to create and deliver on strategies

What you’ll need

• Master problem solver; develops new frameworks for complex problems where no standards exist today and engages other experts for feedback and integrates it effectively
• Able to develop highly actionable solutions for complex problems and drive implementation across the organisation
• Strong communication and comfort sharing information formally or informally with senior audiences. Able to articulate a clear vision and areas of strategic focus.
• Passionate about engaging senior stakeholders and leading and working with cross-functional groups to develop (and then operationalize) initiatives to improve rider experience
• Comfortable project managing the rollout of large initiatives across the region which require cross-functional collaboration across operations, product, cities, marketing, legal and tax.
• Strategic thinker who is able to identify, size and prioritize new opportunities
• Creative solutions-driven mindset, with an anything is possible attitude
• Past experience managing people
• Strong undergraduate degree
• 7+ years of experience
• This role will be based in Amsterdam, Netherlands.

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At Uber we don’t just accept difference—we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products and our community. Uber is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.