B2C Senior Operations Manager - Uber Shuttle

About the Role

Uber Shuttle is an everyday commute product that is safe, reliable and affordable. With just a few taps and a short walk, Uber Shuttle makes it easy for riders to book a guaranteed seat on a commuter shuttle bus from a selection of fixed routes and pick-up stations. We currently operate across MEA, India, and LATAM with this product in a B2C and B2B capacity.

This role is based in Mexico City and reports directly into the lead for Uber Shuttle in Mexico. B2C and Senior Operations Manager, Uber Shuttle will be responsible for overseeing the existing Uber Shuttle B2C network, helping to grow it, launching new B2C programs and project managing internal initiatives to improve processes and product features.

Attention to detail, problem solving, and organizational skills are a must. Additionally, you must be comfortable with presenting to stakeholders and project managing many parties. 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. This role is best suited for people who are comfortable working on unstructured early stage problems.

What the Candidate Will Do

• Strategy:
• Long term strategy to increase our B2C ridership
• Optimizations to improve rider experience and cost on existing routes
• Continuous thought around improving launch processes and timelines for new launches
• Evaluate various B2C Uber Shuttle opportunities and come up with a business plan on best strategic fit, priority order, locations, archetypes, and generally what should be pursued in 2026
• Program / Project Management: Collaborate with cross functional teams such as our customer service team, product, and analytics to ensure program health and growth
• Scale: Find opportunities to optimize, streamline or automate processes to improve the scalability
• 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
• Customer Service Cost: Work on strategies like cross-utilization, pricing improvements, etc. to reduce customer service cost and drive profitability for the business
• Problem Solving: Deep dive into our most challenging problems on customer growth and retention and develop solutions through first-principle thinking & robust analysis.
• Analyze Data: Keep tabs on the metrics and dive into the network, rider, and driver metrics to validate your hypotheses and make data driven decisions
• 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

• 6+ years of experience in a high pace, data driven organisation
• The ability to clearly communicate and present information to stakeholders across all levels of the business
• Excellent data and analytical skills (including SQL, Python, Tableau)
• Strong business and 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
• Proficiency in Excel/Google Sheets with the ability to help visualize data
Ability to balance big picture thinking with practical solutions

Preferred Qualifications

• Leadership/team management experience