Sr Operations & Logistics Manager

Sr. Business Operations Manager – Rider Experience & Consumer Insights
Uber | India & South Asia
About the Role
At Uber, millions of riders trust us to get them where they need to go, every day. But what makes a great ride experience? What frustrates riders, what builds their trust, and what makes them choose Uber again and again?
We are looking for someone who is obsessed with understanding consumers — someone who is endlessly curious about what riders think, feel and experience, and passionate about turning those insights into meaningful change.
In this role, you will be the champion of the rider's voice within Uber, ensuring that consumer needs, expectations and pain points are at the heart of how we build products, design experiences and make business decisions.
You will shape Uber's Rider Experience strategy across India & South Asia, working closely with Product, Operations, Marketing and Marketplace teams to make Uber the most trusted and preferred mobility platform.
This is a unique opportunity to combine deep consumer understanding with strategic thinking and real business impact — moving beyond understanding what riders want to actually making it happen.
Drive Consumer Insights & Problem Solving: Bring structure to ambiguous consumer problems, triangulating quantitative data, qualitative research and field insights to uncover root causes, size opportunities and drive actionable recommendations.
Reimagine the Rider Experience: Identify and prioritize friction points across the end-to-end rider journey, with a focus on new rider experience, satisfaction and retention. Partner with cross-functional teams to drive measurable improvements.
Build & Scale Rider Value Propositions: Identify opportunities for differentiated consumer propositions, validate them through research and experimentation, and partner with Product and Marketing to launch and scale impactful solutions.
Own Critical Consumer Journeys: Drive improvements across priority areas including payments, rider communications and engagement programs, balancing consumer experience, business impact and investment efficiency.
Champion the Voice of the Rider: Build a deep understanding of rider needs, frustrations and unmet expectations by combining consumer research, VOC and behavioral data. Translate insights into clear priorities that influence business and product decisions.

Experience
5+ yrs