Lead, Rider Experience - India & South Asia

Job Description

About The Role As the Lead for Rider Experience in INSA, you will be the ultimate advocate for our riders in the region, obsessing over their end-to-end journey. You will play a critical role in shaping, designing, and implementing strategies that ensure delightful, real-time, and efficient resolutions for issues our users encounter. This is a highly impactful role that requires a blend of strategic thinking, operational excellence, and strong cross-functional collaboration. You will be responsible for working with cross-functional teams for optimizing our vendor network and their delivery to enable magical user experiences, ensuring our support channels are robust, efficient, and rider-centric. Furthermore, you will be a key liaison with global product teams, translating regional rider needs into product enhancements and fixes that unlock significant growth and operational efficiencies within INSA. Your Impact in Role Own the Rider Experience: Deeply understand the end-to-end rider journey in INSA, identifying pain points, opportunities, and unmet needs. Strategy & Implementation: Design, develop, and execute comprehensive strategies to improve rider satisfaction, reduce issue resolution times, and enhance overall experience across all support touchpoints. Vendor Network Optimization: Collaborate with cross functional teams to manage and optimize our vendor network responsible for rider support, focusing on performance, quality, efficiency, and scalability to ensure seamless and high-quality service delivery. Cross-Functional Collaboration: Work closely with INSA Operations, Marketing, Product, and other regional teams to align on rider experience goals, drive initiatives, and ensure consistent messaging and execution. Global Product Partnership: Act as the voice of the INSA rider to global product teams, identifying and prioritizing regional product gaps, advocating for necessary fixes and features, and collaborating on product roadmap development to unlock growth and efficiency. Data-Driven Decision Making: Utilize robust data analysis and insights to identify trends, measure the impact of initiatives, and make informed decisions that drive continuous improvement in rider experience. Issue Resolution & Escalation: Develop and refine processes for efficient and effective resolution of complex rider issues, including managing escalations and critical incidents. Performance Monitoring & Reporting: Establish key performance indicators (KPIs) for rider experience, regularly monitor performance, and provide clear, concise reports and presentations to senior leadership. Innovation & Best Practices: Continuously explore and implement innovative solutions and industry best practices to elevate the rider experience in INSA. The Experience You'll Bring Basic Qualifications 8-10 years of progressive work experience in program management, product operations, customer experience, or a related field, preferably within a fast-paced technology or e-commerce environment Strong background in data-backed decision-making. Proven ability to analyze complex data sets, extract actionable insights, and use them to drive strategic initiatives and quantifiable results Expert stakeholder management skills. Demonstrated ability to influence, collaborate, and build strong relationships with diverse stakeholders across all levels, both internally and externally (including vendors and global teams) Comfortable communicating complex issues to senior leadership. Excellent verbal and written communication skills, with the ability to articulate technical or complex information clearly and concisely to non-technical audiences Proven track record of successfully leading and delivering complex programs or projects from conception to completion Ability to thrive in a dynamic, ambiguous, and rapidly changing environment Bachelor's degree in Business, Engineering, or a related quantitative field. Master's degree is a plus Preferred Qualifications Experience working in a global organization with distributed teams Prior experience in the ride-sharing, logistics, or on-demand industry Uber's Hybrid Working Model: At Uber, we embrace a hybrid working model. Employees work from the office at least 60% of the time, with Tuesdays, Wednesdays, and Thursdays as mandatory in-office days. Show more Show less