Job Description

About the role

We are expanding our team and are looking for a Senior Courier Program Manager for Uber Eats, based in London, sitting within our Community Operations (Customer Experience) team. Our team designs and manages the best customer support experiences for our Delivery business - this role will be responsible for owning the Uber Eats Courier support experience across the United Kingdom, Ireland, South Africa & Kenya (UKISSA).




Your mission? Design and implement Courier support experiences that are seamless, scalable, and efficient-from onboarding to long-term engagement on the platform. You'll work cross-functionally with local, regional, and global stakeholders (CX, Ops, Marketing, Marketplace, Product), play a key role in shaping EMEA and global programs and support the launches of AI-powered tools and emerging technology. .

What you'll do

Design, implement, and optimise our Courier operations, footprint and channel strategy Design and deliver best-in-class customer operations outcomes in line with service level agreements (SLA), customer satisfaction (CSAT), quality, and efficiency metrics Equip both in-house and outsourced customer support teams with comprehensive knowledge and tools to prepare them for new feature and product releases Pilot and own new initiatives that transform our customer operations and improve the level of service we provide Contribute to the growth of Uber Eats in the UKISSA region: fixing & building processes and experiences that are needed to scale this business Deliver excellent customer operations outcomes in line with agreed service level agreements: working with partners across EMEA to achieve the best outcomes across tens of thousands of customers interactions every week, and ensuring they operate as efficiently as possible whilst maintaining a high level of quality Draw actionable recommendations that help drive the growth, by diving deep into the numbers, findings, insights and make data-driven decisions and process and experience improvements Project manage key regional and cross-functional initiatives- you'll be the go-to lead for Courier experience enhancements, premium support models, and new product launches Engage strategically with senior stakeholders, be it General Managers, function leads, Global, Central or Local teams to influence business goals and priorities and improve internal tools and the overall user experience Be the voice and advocate for Couriers within the organisation and promote a customer-centric culture Drive strategic collaboration with senior and cross-functional teams by advocating for Couriers, solving problems through data-driven insights, leading performance management, and designing, testing, and scaling initiatives, processes, and tools that enhance the Courier experience and operational efficiency

Basic qualifications

At least 5 years' of relevant experience: whether it be in a Startup, Scale-up, Bank, Consultancy, Operations or Corporate environment, you are someone who loves driving change in a fast-paced, complex environment Self-starter: An ability to structure a project from scratch, understanding the challenges and opportunities with limited leadership direction and you are cool and calm under pressure A lover of process and optimisation: You are excited to create new processes and experiences and implement them across the support organisation in a consistent manner, with outstanding organisational skills Naturally curious: You love learning how things work and you're always looking for ways to innovate A bias for action and problem-solving skills: You embrace challenges and take ownership to create solutions-whether they're short-term workarounds or more long-term changes Data-driven and analytical approach: You can look at spreadsheets and know the right questions to ask to get to actionable outcomes and you know how to explain data in a digestible way Team-player: You are able to work as part of a small, lean team, as a key contributor, and you work well with everyone around you to achieve great results A strong communicator and skilled in stakeholder management: You work and communicate effectively with cross-functional teams and senior stakeholders, you have strong leadership skills and you can navigate complex situations well and take the right decisions Critical thinking: You challenge the status quo, always interrogate the outcomes and ask 'why', 'so what' in order to understand the root cause or the opportunities a situation may present

Preferred qualifications

SQL, coding or programming experience is an added bonus Experience leading multiple cross-functional initiatives with a product, technical or regulatory focus Experience in the service-industry or customer support with an obsession for delivering great customer experiences * Previous people management experience