Senior Operations Manager, Airports and Stations

About the Role

Our operations teams work where Uber's technology meets the real world. We are the local eyes on Uber's operations, and we own city-specific business outcomes and bridge our overall business strategy with local needs. We ensure complex, business-critical work is done in a high-quality way and champion the core Uber experience in our cities.

Airports and stations play an important role at Uber, with trips to and from airports and stations comprising a significant part of our business. In this role you will be responsible for driving the growth of our business at UK airports and train stations and ongoing management of airport and station operations to ensure that our customers across the UK have a reliable and affordable service at all times when traveling to and from airports. You will identify, plan and execute initiatives to improve the performance of our service at airports, including evaluating and operationalising new partnership opportunities, improving way-finding and airport operations and experience for riders and drivers, optimising pricing and launching new product features that are designed to make taking an Uber a seamless part of the end-to-end airport travel experience. You will work closely with colleagues across many teams, including UK Operations, EMEA Central Operations, Business Development, Marketing and Product Management to deliver your initiatives.

What You Will Do

• Create and manage the UK airports and stations growth plan, identifying, evaluating, planning and prioritising the most important growth initiatives, gaining engagement and commitment to collaborate to deliver your plans from teams across the business
• Lead cross-functional initiatives, employing strong project management, internal and external stakeholder management and teamwork skills to successfully execute in a constantly changing and complex environment. This may also involve coaching and supporting other members of the team to successfully deliver work in your area.
• Manage day-to day UK airport and station operations, resolving emerging issues raised by internal or external stakeholders or customer feedback, and ensuring that airports and stations are appropriately configured in our internal systems.
• Regularly analyse the operational and commercial performance of the airports business, identifying new performance or customer experience opportunities or issues
• Perform deep dive analysis to uncover the root causes of issues, identify the most appropriate solutions and evaluate the potential or actual success of initiatives by combining complex data analysis and modelling together with insights from customer feedback and site visits.
• Effectively plan and organise your time, working on a combination of project work and regular analysis and reporting
• Manage internal and external stakeholder relationships to ensure buy-in to plans, ensuring all stakeholders are kept updated on progress and appropriate input is gathered on initiatives, as well as creating and delivering clear and insightful presentations to share details on airport performance, plans and initiatives progress.

- Basic Qualifications -

• At least 5 years of demonstrated experience in driving revenue growth and customer experience improvements for a specific product or business area.
• Strong business acumen, with ability to see the bigger picture as well as the important small details. You are commercially astute and can evaluate opportunities considering the pros and cons from many angles to determine overall whether ideas will be beneficial to the business over the short and long-term. You can translate quantitative findings into action plans, with initiatives prioritised based on business benefits and risk.
• Consistent track record of solving complex operational problems, with the ability to break down ambiguous problems in a structured way and use data-driven insights to solve them
• Experience of using data to solve commercial business problems and model outcomes, with good technical analytical skills. SQL and Excel or Google Sheets at intermediate level or above is a must.
• Delivery-focused, with strong project and portfolio management skills. You have the ability to prioritise and plan multiple initiatives and successfully drive a project from beginning to end with a focus on hitting milestones on time.
• Strong stakeholder management. You can maintain good relationships and secure alignment on plans with internal and external stakeholders.
• Strong cross-functional teamwork. You will partner with a range of local and regional teams including Central Operations, Business Development, Marketing, Legal, Product and Regulatory Operations to launch initiatives.
• Excellent communication skills (verbal and written), with demonstrated experience interpreting and presenting data and plans to various audiences
• A passion for innovating. You love generating new ideas and experimenting with something new, getting hands-on to get to the heart of the challenges and sharing ideas on how to keep iterating towards a better solution.
• Ability to take initiative in a constantly-changing work environment and execute quickly.

- Preferred Qualifications -

• Experience of managing external relationships