Sr. Business Operations Manager, Rider Experience

About the Role

Build the Rider Experience Charter for the INSA region. Reimagine the physical ride experience as a competitive moat and key differentiator against the competition. Bring safety and driver checks to the forefront of user acquisition by creating compelling rider value propositions. Own the ride experience across cross-functional teams within the organization, serving as the voice of the rider to protect and scale that experience.

What You'll Do

• Lead Rider Experience strategy for India & South Asia, identifying opportunities to create a differentiated rider proposition.
• Act as the voice of the rider, translating insights into actions across Product, Operations, Marketing, and Marketplace teams.
• Build a deep understanding of rider behavior, needs, and barriers to drive retention and loyalty.
• Define and evolve the Rider Experience Framework across key rider journeys.
• Identify and reduce rider pain points, influencing cross-functional teams to improve experience quality.
• Lead rider research, competitive benchmarking, and insight generation to shape business strategy. Own key experience metrics including NPS, CES, retention, and defect rates.

• 5+ years of experience in strategy, consumer insights, product, growth, consulting, or related fields.
• Strong analytical and problem-solving skills with a customer-first mindset.
• Experience turning customer insights into business recommendations and strategic priorities.
• Ability to influence cross-functional stakeholders and drive outcomes in complex environments.
• Excellent communication and storytelling skills.
• Experience in consumer-facing products, marketplaces, growth, or customer experience is preferred.

Ready to Ride?

This isn't the kind of place where you follow a playbook - it's where you help write one. If you're driven by impact, energized by challenge, and ready to shape how the world moves - we'd love to hear from you.

You may be eligible for bonuses, equity, and other compensation, as well as a range of benefits. Explore our benefits.

Offices remain key to collaboration and Uber's culture. Unless approved for full remote work, employees must spend at least 50% of their time in-office. Some roles, like those at greenlight hubs, require full-time in-office presence. Ask your Recruiter for details about this role's requirements.

Uber is proud to be an Equal Opportunity 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.