About the Role

This role is based in New York City and reports directly into the Uber Shuttle Global Growth Lead who is responsible for the US Airports program. The Airport Operations Manager, Uber Shuttle will be responsible for overseeing existing Uber Shuttle relationships with our airport shuttle fleet partners, helping to grow them with additional vehicles/schedules/routes, growing the consumer base, launching new airport programs and project managing internal initiatives to improve processes and product features.

Attention to detail, problem solving, and organizational skills are a must. The team has worked very hard to gain fleet partnerships to launch these types of programs and we want to do everything we can to provide the best customer experience and help them grow with us. You will make sure they are supported to the best of your ability while working with them to hit specific KPIs and metrics for each airport shuttle program. Additionally, you must be comfortable with project managing many parties, internally and externally with strong stakeholder management skills. This role is best suited for people who are comfortable working on unstructured early stage problems.

What You'll Do:

• Rider Awareness: Drive and execute rider awareness campaigns in and out of app to maximize vehicle ridership and utilization for each route, schedule, and airport working directly with the central uber shuttle rider growth team

• Problem Solving: Deep dive into our most challenging problems on customer growth and retention and develop solutions through first-principle thinking & robust analysis.

• Customer Service Cost: Work on strategies like cross-utilization, pricing improvements, etc. to reduce customer service cost and drive profitability for the business

• Drive Product Market Fit: Identify solutions to improve the product market fit and work with the Uber Shuttle central operations team and product teams to drive improvements in our technology offering

• Program / Project Management: Collaborate with cross functional teams such as our central uber shuttle operations team (rider growth, network scale and marketplace health) , legal, regulatory, product, mobility airport team, and analytics to ensure program health and growth

• Scale: Find opportunities to optimize, streamline or automate processes to improve the scalability

• Fleet Partner Relationships:

• Develop and maintain relationships with our current airport fleet partners and help them grow with Uber. Build and drive engagement through various channels.

• Liaise with supply operations to ensure fleets and drivers are hitting SLAs on existing partnerships

• Train and help fleets and drivers to use our Uber Shuttle technology to run their side of the operation as smoothly as possible

• Work with suppliers to gather feedback and build cases to advocate for their requests to be built into our products

• Analyze Data: Keep tabs on the numbers and dive into the network, rider, and driver metrics to validate your hypotheses and make data driven decisions

• You will present progress towards ridership and fleet performance goals on a regular cadence to Uber Shuttle and Uber Airport stakeholders

• Be an owner: We're building a business and there's a lot that we don't know. You will need to be a self-starter that doesn't shy away from facing challenges and takes initiative to ensure we move the business forward.

Basic Qualifications

• Bachelor's Degree

• 3+ years of relevant experience in the tech, shuttle/charter, logistics, airport operations, or freight industries

• Proficiency in Google Sheets/Excel with the ability to help visualize data for customer and internal presentations

• Must have working experience using SQL to research, study and answer real world questions by leveraging data

• Willingness to travel

Preferred Qualifications

• Prior experience in operations, account management is a plus

• The ability to clearly communicate and present information to stakeholders across all levels of the business

• Strong operational acumen as well as critical problem solving skills

• Proactive and creative solutions-driven approach, with a 'get it done' attitude

• Strong attention to detail and organizational skills

• Ability to thrive in a fast-paced and ambiguous environment

• Experience problem-solving and proposing unique solutions to complex issues

• Strong experience building and executing complex processes

• Strong communication and presentation skills, including experience presenting data & insights to a sophisticated audience

• Experience with quantitative data analysis to provide deep measurable insights

• Strong collaboration and stakeholder management skills - building deep, trust-based relationships with teams and cross-functional partners

• Strong business judgment and critical thinking skills with the ability to use data to develop strategies and make decisions quickly

• Shown success in uncovering data to guide customer driven decisions

• Self-motivated with a strong affinity for strategic problem solving and driving action

• Experience with customer experience strategy or customer service environment

For New York, NY-based roles: The base salary range for this role is USD$101,000 per year - USD$112,500 per year. You will be eligible to participate in Uber's bonus program, and may be offered an equity award & other types of comp. You will also be eligible for various benefits. More details can be found at the following link https://www.uber.com/careers/benefits.

Uber is proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know by completing this form- https://docs.google.com/forms/d/e/1FAIpQLSdb_Y9Bv8-lWDMbpidF2GKXsxzNh11wUUVS7fM1znOfEJsVeA/viewform