Operations Associate

About The Role

As an Operations Associate in Uber Rentals team, you will help us fuel the growth of this category and have a measurable impact across India & South Asia region using a combination of strategy, planning, stakeholder management, operations execution and data driven decision making. Rentals is a fast growing category and a growth bet for IndiaSA.

You would be in charge of leading the supply charter for Rentals which involves managing driver education, engagement and feedback; and driver side analytics. You will also be in charge of improving experience for our riders and drivers by collecting insights and designing & implementing processes that help elevate Uber as the preferred platform of choice. You will need to be a strong planner and stakeholder manager to work together with our Driver Ops, Comm-Ops, Safety, Quality and CRM teams to ensure all decisions are coordinated and timely executed. In short, we are looking for someone who has a good mix of problem solving and analytics; operations execution; and customer obsession.

What You'll Do
• Design and execute driver awareness and education comms campaigns in collaboration with Driver CRM team
• Be the voice of the driver and collect insights through CRM, calling programs & interviews
• Driver lifecycle management for Rentals: New driver training, Early lifecycle hand holding, Engagement and Churn winback
• Manage analytics for driver lifecycle management, driver profiling and driver quality
• Analytics to monitor driver behavior on Rentals and identity optimum driver cohorts for Rentals
• Work with Quality team to improve driver quality and design quality actioning programs
• Work closely with Risk team for fraud monitoring and elimination
• Work closely with the CommOps team to help improve rider & driver support experience through monitoring of tickets and inbounds
• Initiate and run strategic projects for growing Rentals category
• Solve business challenges through operational excellence based on robust analysis. Take big picture ideas and break them into actionable steps
• Plan and project manage multiple projects (across stakeholders) and have the ability to execute in a constantly changing, complex environment

What You'll Need
• Minimum 2 years of relevant experience in a fast-growing environment with experience relating to operations, consulting, analytics, marketing or hyper-growth startups
• Critical and analytical thinking, data-driven decision making and business acumen. Excel modeling skills and proficiency in SQL
• Ability to take initiative in a constantly-changing work environment and adopt a generalist do-what-it-takes mindset
• A customer-focused mindset to truly make every experience magical
• Creativity, ability to think innovatively and good communication skills
• The ability to clearly communicate and present information to stakeholders across all levels of the business
• We need to do things quickly, and we need to do them well. Balancing those can be challenging, and this should be a strength.
• Creative mindset that enjoys experimentation and is willing to take bold bets despite risk of failure