Growth Strategy Manager

About Uber

Uber Direct is our Delivery-as-a-service product which enables restaurants, grocers and retailers to unlock last mile delivery for their customers via their app or website by utilising our network of delivery partners.

Role Description

As a Customer Success Manager, you will be responsible for helping to drive Uber Direct's new business venture within the retail category. You will collaborate with brands to help them grow their business sustainably whilst delivering the best experience to our users. This role calls for a combination of relationship management, business strategy, operational excellence and problem solving. You should be comfortable in an "all hands on deck" environment, love solving problems, thrive in a startup culture, and above all be passionate about our product and partners.

What You Will Do

• Build and maintain strong relationships with our merchants
• Act as primary owner of our merchants' health, monitor performance, and provide tangible recommendations to improve their customers' satisfaction (e.g. improving reliability, E2E time, user experience, etc.)
• Proactively engage with merchants to ensure their satisfaction and success
• Advocate for merchants' needs in product development and service improvements. Coordinate with internal teams (e.g., product, ops) to address customer concerns or issues.
• Identify potential issues before they escalate
• Monitor relevant merchants metrics and account health, product usage and adoption rates, customer goals and outcomes, etc.
• Conduct regular account reviews (e.g., Quarterly Business Reviews) in partnership with Account Managers
• Conduct presentations on product value and ROI to stakeholders
• Identify opportunities for account expansion and recommend growth best-practices
• Support the sales team in securing renewals and upgrades

Qualifications

• 3+ years of customer or client facing experience ideally in account management, or 2+ in consulting.
• Previous experience setting and achieving business targets
• Analytical skills: Comfortable with data analysis, excel, presenting findings and recommendations. Data driven decision making mentality and sound business judgment through strong analytical thinking.
• Commercial acumen: Understanding of how businesses and organizations work and how to navigate a partner’s business
• Communication: Excellent communication skills and the ability to manage diverse stakeholders across businesses and levels.
• Project management: Able to create meticulously detailed execution plans for large-scale projects (eg. launching a new product, onboarding a major enterprise) and then deliver them to plan regardless of any surprises or ambiguity along the way
• Stakeholder management: Experience working with cross-functional stakeholders, e.g., commercial, analytics, technical, legal teams
• Highly autonomous, self-starter, comfortable with ambiguity: Able to come up with new ideas and execute them autonomously
• Interest in retail and consumer goods landscape

Preferred Qualifications

• Eagerness to learn - Go Get It attitude
• Critical thinking capabilities
• Knowledge of Last Mile Delivery space
• SQL experience

We welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently. If you have the curiosity, passion, and collaborative spirit, work with us, and let’s move the world forward, together.

Offices continue to be central to collaboration and Uber’s cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role.

*Accommodations may be available based on religious and/or medical conditions, or as required by applicable law. To request an accommodation, please reach out to accommodations@uber.com.