Senior Operations Manager, Driver Relations & Fairness

About the Role

The UK Driver Ops team's goal is to ensure that drivers in the UK are attracted to the Uber value proposition, are actively engaged and earning with Uber, and have access to all the relevant tools to succeed. In light of competition and challenging licensing processes for private-hire drivers, this is not always an easy and straightforward task, and maintaining brand reference and loyalty is fundamental to the growth of the business.

The role will focus on driving our union relations strategy in partnership with the Policy team, as well as leading strategic efforts to help do the right thing for drivers, with specific focus on deactivations and waitlisting.

This role will lead the ongoing management of partnership with the GMB union, including hosting quarterly consultation meetings, shaping communication plans internally and externally, guiding the business around key areas of focus based on member feedback, as well as strategic guidance on casework processes. As with almost any role at Uber, the role will be flexible depending on the business priorities.

What You'll Do

• Create and maintain a successful Union relations strategy - set the direction for the union relationship, set clear targets and success criteria, monitor industry trends and circulate insights and learnings internally.
• Build and maintain strong internal and external relationships with relevant stakeholders to ensure continued buy-in, keeping representatives up to date on progress, creating and delivering clear and insightful presentations and, at times, handling challenging questions and discussions.
• Planning, preparation and management of quarterly JCNF meetings with GMB, ongoing actioning of GMB member feedback, driving accountability around issues pertinent to GMB and the broader driver base.
• Be the primary owner for the Driver Actioning (waitlisting and deactivations) strategy for the UK, working closely with existing stakeholders from COE, Comm Ops and Safety to continue to build on fairness and transparency improvements for drivers from waitlisting through to deactivation. Help improve internal awareness on key supporting data and identify areas for further improvement on key KPIs.
• Wider driver engagement activities (roundtables, driver support, CRM and communication) that help shape future projects and bolster plans.
• Lead key product launches - support on feature deployment, communication planning, value proposition for drivers - for example, new features related to driver fairness and actioning.

What You'll Need

• At least 5 years of demonstrated experience in operations and data driven decision making, with a dedicated focus to customer experience and process improvements.
• Strong business acumen with ability to see the bigger picture as well as the important small details.
• 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
• Strong project 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 agreement on plans.
• Strong cross-functional teamwork. You will partner with a range of local and regional teams including Policy, Legal, Comms, Safety, Central Operations, Product and Regulatory Operations to launch and support initiatives.
• Excellent communication skills (verbal and written), with demonstrated experience interpreting and presenting data and plans to various audiences
• Ability to take initiative in a constantly-changing work environment and execute quickly

Preferred Qualifications

• Experience with external stakeholder management, with a particular focus on labour unions
• Understanding of UK PHV regulations
• Understanding of UK driver landscape and ride-hailing market