Global Retail Operations Sr Associate

hace 5 días

Santiago de Chile Uber A tiempo completo

**About the Role**

We're looking for a passionate and customer-obsessed Senior Operations Associate to join our Groceries and Retail team within Global Operations, Experience, and Quality. In this role, you'll collaborate with high-performing teams to deliver magical experiences to Uber users, helping to drive long-term engagement and satisfaction by ensuring that every order arrives on time and meets our quality standards.

You'll work cross-functionally-with Tech, Community Operations, Merchant Operations, Catalog, and more-to reduce defect rates, cancellations, and fraud. Your goal will be to ensure that orders are fulfilled accurately, and that our earners (couriers and shoppers) are empowered to provide an exceptional and seamless delivery experience.

We're looking for someone who is both a strategic thinker and a hands-on executor, with a passion for building scalable solutions. You'll also serve as a product champion for the shopping experience, advocating for the needs of consumers, couriers, and merchants alike.

**What You'll Do**
- Lead global quality programs to improve customer experience and retention. Define goals, KPIs, and initiatives; manage planning and execution; track progress; and engage stakeholders to ensure impact and consistency across regions.
- Champion product features that enhance shopping quality. Collaborate with Tech to define requirements, validate experiments, develop go-to-market strategies, and drive continuous improvement post-launch.
- Own performance metrics. Develop monitoring tools and reporting processes to track key Experience KPIs, surface opportunities, and report progress to leadership.
- Drive insights through data. Use analytics to identify global quality challenges and lead high-impact programs aimed at addressing them.

**What You'll Need**

**Basic Qualifications**
- A minimum of 5 years of experience in Operations, Strategy, Business Management, or related fields.
- Bachelor's degree in Business, Engineering, Computer Science, or a related discipline.
- Strong analytical skills, with hands-on experience in tools such as SQL, Excel, Google Analytics, or Python.
- Proven program management skills, with the ability to plan, execute, and scale initiatives that align with strategic goals.
- Strategic problem-solving abilities, balancing detailed execution with big-picture thinking.
- Excellent stakeholder management, with a track record of working across teams like Product, Legal, Ops, and CommOps to drive alignment.
- Strong communication and presentation skills, with the ability to translate complex topics for varied audiences, including executives.

**Preferred Qualifications**
- Experience working in high-growth, fast-paced environments.
- Comfortable with ambiguity and skilled at identifying creative, responsible solutions.
- MBA or an advanced degree.

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