Sr Manager, Strategy

GreatMindsDon'tThinkAlike At Uber, we take pride in our diversity and working environment that sees you as more than just a person that can do the job, but a unique individual that can level up our organization with a perspective only you can offer. Uber provides a truly open culture that encourages all to voice their thoughts.

About the Team

The Center of Excellence is Uber's specialized virtual contact management hub, focused on high-impact customer operations such as safety support, compliance, fraud prevention, account management, and customer service across all lines of business - including riders, earners, and merchants. We handle customer interactions which are complex and non-standard.

It operates as a key arm of Community Operations (CommOps) - Uber's global support organization dedicated not just to resolving customer issues, but to building a scalable, high-performing support ecosystem that delivers an exceptional experience at every touchpoint. Community Operations helps operationalise every new and existing product and idea that Uber comes up with - it's an organisation that touches every part of Uber

About the Role

The APAC COE plays a critical role in building and maintaining Uber's customer service network. With 10 sites across the region and over 2,500 team members, our mission is to develop an extraordinary support organization that scales efficiently, remains reliable, and provides unparalleled service to our community.

We are seeking a Senior Manager, Strategy and Planning to drive large-scale strategic programs that enhance the support experience for earners, spenders, and partners across the Uber ecosystem. You will own a portfolio of initiatives focused on operational excellence, customer experience, and organizational efficiency.

You will be responsible for handling senior stakeholder relations from a strategy and planning perspective. You will collaborate closely with cross-functional teams, including functional operations teams, and global support teams, to develop and execute initiatives that align with the company's and COE's overall goals and objectives. Your ability to foster strong relationships, influence key stakeholders, and demonstrate exceptional problem-solving skills in a constantly evolving and ambiguous business environment will be critical to the success of your role.

In addition, you will lead a team of 7-10 high-performing individuals, responsible for designing and executing strategic projects and operational priorities in the APAC COE pipeline. You will play a key role in shaping team direction, mentoring talent, and fostering a high-performance culture grounded in collaboration and accountability.

The Impact You'll Have

As a Senior Manager of Strategy and Planning, you will have the opportunity to make a significant impact on APAC COE. This role offers an exciting and dynamic environment where you will work with a diverse and versatile cross functional team dedicated to delivering exceptional service to our Uber community.

• Lead and manage a team of 7-10 strategy and program specialists, setting clear goals, mentoring individuals, and fostering professional growth.
• Own and nurture relationships with senior stakeholders: Cultivate strong relationships with functional teams and continue to raise the bar in terms of delivering value that enables operations teams to create a magical experience for Uber customers
• Drive strategic programs end-to-end: design, plan, and deliver high-impact initiatives aligned to COE and global CommOps goals.
• Contextualize and communicate key problem areas: Present operational challenges in a compelling manner to stakeholders for informed decision-making.
• Collaborate with global, regional, and functional leads: Understand the strategic plan and program requirements, ensuring alignment and effective execution.
• Develop deep strategic insights: Provide valuable inputs, analysis and actionable insights for COE spanning projects
• Lead critical programs independently: Drive critical projects at overall COE level, addressing region/market/function-specific needs and priorities.
• Effectively prioritize and lead a large volume of program tactics: Ensure timely execution of key initiatives while balancing challenging priorities and resources.
• Facilitate and encourage the adoption of business standardization processes and best practices: Drive consistency and efficiency across the organization through collaboration with cross-functional teams.
• Lead annual planning - align COE priorities with global and regional goals.
• Design and facilitate business reviews: Design review processes to evaluate performance, identify improvement areas, and implement concrete solutions

The Experience You'll Bring- Required Qualifications -

• 5-8 years in consulting, corporate strategy, business planning or data-savvy program management role: Demonstrated experience in these areas, showcasing your ability to analyze complex business problems and develop strategic solutions.
• Proven people leadership experience - managing and developing high-performing teams in a dynamic environment.
• Strong analytical and presentation skills: Ability to capture and analyze data, derive meaningful insights, and effectively communicate findings to diverse audiences.
• Critical thinking and master problem solver: Develops new frameworks for sophisticated problems, engages other specialists for feedback and integrates it optimally. Ability to work effectively with broader range of stakeholders from different cultural backgrounds and to make recommendations
• Program Management experience: Proven track record of autonomously running structured, well-coordinated projects, ensuring successful delivery within specified timelines and budgets.
• Worked with large distributed and cross-functional teams: Experience collaborating with diverse teams across different locations and functions, fostering collaboration and achieving common goals.
• Stakeholder Management: Proven track record of successfully working with stakeholders across regions/markets. Ability to engage and collaborate with senior stakeholders, build strong relationships, and align objectives to achieve desired outcomes.
• Experience in executive communications and senior stakeholder engagement: Proficient in communicating effectively with senior leaders, tailoring messages to various audiences, and influencing decision-making processes.

• Planning and Organisation: Appropriately prioritizing and planning of projects and/or tasks that maximize the benefit for the organization. Setting up and maintaining systems to appropriately structure and keep track of tasks and projects

• Preferred Qualifications -

• Chief of staff experience in a matrixed organization or previous work ex in MBB

• MBA from Tier 1 Institutes
• Experience in operations, customer support, or technology companies.
• Familiarity with efficiency management (e.g., KPIs, cost metrics) and workforce planning.
• Finance acumen as a bonus - CPA certification, prior Finance Manager experience, or strong FP&A background

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