【Uber Direct】Operations Manager

As an Operations Manager, you will be responsible for driving the growth and improving the performance of Uber Eats' delivery partner ecosystem, specifically focused on Uber Direct delivery. You'll create and improve onboarding, rewards, and training programs that empower delivery partners to thrive, while growing the supply base for our Uber Direct services. In this role, you'll also improve delivery quality by tightening operational standards, enhancing delivery partner and merchant support workflows, and addressing key pain points on delivery experience for Direct merchant. 【Responsibilities】 Working closely with Operations and Support teams, you'll contribute to solutions that improve delivery partner satisfaction, merchant experience, and last-mile reliability. ● Drive Logistics Last-Mile Delivery Partner Supply - Develop and improve onboarding and incentive programs for last-mile (LLM) delivery partner - Build customized merchant support workflows tailored to LLM industry needs. ● Elevate Delivery Quality - Design and roll out training, communication, and certification programs for delivery partners. - Enhance and implement Quality Management System (QMS) rules; establish new QMS processes as needed. - Define and monitor delivery quality metrics to identify improvement opportunities. ● Be the Champion of Delivery Partner Experience on Uber Direct: - Strengthen delivery partner support workflows in partnership with the CX team. - Gather delivery pain points, propose operational and product solutions, and feed into driver app UX improvements. - Create and manage a representative group of delivery partners to capture insights from the ground. 【We are looking for】 - 2 years of experience in operations, project management, or program management (customer service, delivery, logistics, or marketplace experience is a plus). - Demonstrated ability to design, launch, and scale operational programs (e.g., onboarding, incentives, training, quality management). - Track record of optimizing processes, policies, and support workflows to improve efficiency and quality. - Customer- and delivery partner-centric mindset with a passion for improving delivery partner and merchant experiences. - Hands-on skills in Google Sheet (SQL or other data tools is a plus). - Strong analytical and problem-solving skills, with the ability to translate data into actionable insights.