Head of Rider Operations, France

About The Role
Our France Operations team works where Uber's technology meets the real world. We own country-specific business outcomes and bridge our Global business strategy with local needs. The Rider Operations team is a subset of the France Operations team that manages the rider lifecycle, works on continuously improving the rider experience and, critically, fuels the growth of the business by ensuring new and existing riders increasingly engage with our app through our ever-expanding product portfolio (e.g., UberX, XShare, etc.) and other consumer offerings (e.g., UberOne Membership).

In this role, you will be accountable for the commercial and operational success of the rider (consumer) dimensions of our France Mobility business. You will leverage consumer insights and internal data to define consumer strategies that you will execute, fast, alongside your team; with the ultimate aim of growing the volume of consumers who use the Uber app and the frequency with which they use it. In doing so, you will collaborate with a very wide array of Uber teams (e.g., Ops, BD, Marketing, Policy, Legal, Product, Engineering, etc.) across geographies (i.e., other individual markets, the EMEA mega-regional team and Global) as well as with third party partners.

What You'll Do

• Team leadership - Build, develop and lead a diverse team of experienced and passionate people towards shaping the future of Uber Mobility in France
• Rider lifecycle and growth - Continuously optimise the core engine of rider growth by driving new user acquisition, graduating early lifecycle customers, preventing churn and resurrecting lapsed users; you will be expected to innovate and export successful strategies across Uber
• Rider experience - Refine the rider experience by consistently monitoring the relevant consumer metrics, identifying improvement opportunities, experimenting on solutions and scaling them though operational processes or product developments
• Rider engagement - Drive consumer engagement with the Uber app by developing relevant offerings that stimulate demand, driving the adoption of our UberOne Membership and increasing the volume of users who participate in other partnership programmes
• Ride-hailing product portfolio - Better address a wider range of consumer use cases by continuously improving ride-hailing product offerings (e.g., UberX, XShare, XL, Comfort, Black, Teens, etc.) and launching net new propositions. This work will also entail ongoing thinking around the structure of the product portfolio and how it should be conveyed to users - again, you are expected to innovate and export successful strategies across Uber
• Tech roadmap - Collaborate with our EMEA Central Operations and Product teams to develop business cases and PRDs for future Tech developments (e.g., features and products), ensuring that we continuously prioritise the highest value work
• Third party partners collaboration - Work alongside our Business Development teams with third party partners who contribute to the delivery of our business objectives
• Senior stakeholder reporting & alignment - Create governance structures through which all relevant FR/EMEA/Global stakeholders as well as the key contributing teams remain informed about the progress made and can swiftly be mobilised when support is required
• Unlock learnings through experiments and export knowledge - Find new solutions to create value for drivers, riders and Uber; develop template solutions that other EMEA and Global markets can look at replicating
• France Leadership Team member - Contribute to France Leadership Team debates and decisions, jointly accountable for the delivery of France Mobility plans

Basic Qualifications

• Business acumen; Sound business judgement with an ability to recommend paths forward that factor in thorough analytical thinking, consumer insights and common sense
• Problem solving; Able to quickly get to the essence of complex problems, develop pragmatic solutions where no standards exist today, engage relevant experts and integrate their feedback effectively
• Stakeholder management; Experience delivering work at pace while maintaining strong cross-functional collaboration across a range of teams (e.g., Ops, BD, Marketing, Product, etc.)
• Executional excellence; Execute on a wide range of initiatives running in parallel and ranging from continuous improvement efforts (i.e., BAU activities), to discrete programs/projects or one-off escalation sprints.
• Strong communication; Comfortable storylining senior executive documents and delivering information formally or informally with different types of audiences
• Planning and organisation skills; prioritising roadmaps, constantly finding the balance between Global/EMEA must deliver" projects and local priorities, managing dependencies across teams whose involvement is critical to your team's success

Preferred Qualifications

• Track record growing consumer-facing businesses outside Uber, in multiple sectors
• Business development / external partnership management experience
• Marketing experience
• Customer operations experience