Senior Operations Manager, Kenya

Uber•Apply•Published 1 days ago•First seen 1 days ago

About the Role

As a Senior Driver Operations Manager, you will be the heartbeat of our supply growth and retention strategy. You are responsible for the end-to-end driver lifecycle—ensuring we have the right number of drivers on the road, a seamless onboarding experience, and a highly engaged community. You will blend data-driven strategy with "on-the-ground" execution to build a sustainable and satisfied driver partner network.

What the Candidate Will Do:

1. Supply Strategy & Growth

Acquisition Strategy: Design and execute the roadmap for driver growth, utilizing diverse channels to ensure supply meets real-time market demand.
Channel Management: Lead the Uber Hero Network and other referral programs to optimize acquisition costs.
Fleet Partnerships: Identify, originate, and manage strategic fleet partnerships to scale supply in key territories.

2. Onboarding & Funnel Optimization

Funnel Management: Own the driver onboarding journey, identifying friction points to improve conversion rates from "Sign-up" to "First Trip."
Compliance & Verification: Define document requirements for various product tiers; manage third-party vendors for background checks and document verification.
Educational Programming: Design and facilitate Driver Information Sessions (on-site and digital) to set new partners up for success.

3. Driver Engagement & Community

Multi-Modal Communication: Lead the driver engagement strategy across CRM, social media, podcasts, and in-person roundtables.
Feedback Loops: Establish robust mechanisms to capture driver sentiment and translate feedback into actionable product or operational improvements.
Brand Advocacy: Act as the primary voice of the brand within the driver community, ensuring transparency and trust.

4. Experience, Earnings & Retention

Satisfaction Metrics: Monitor and improve Driver NPS (Net Promoter Score) and overall platform satisfaction.
Value-Added Partnerships: Negotiate and manage partnerships (fuel discounts, vehicle maintenance, insurance) that boost driver take-home pay and reduce operational costs.
Churn Mitigation: Analyze driver behavior to implement retention programs that keep top-tier partners active on the platform.

What the Candidate Will Need:

Min 5 years in Ops, Consulting, or Tech (Marketplace experience preferred)
Bachelor's degree in Finance, Engineering, or a related quantitative field.
Data-driven mindset with advanced Excel skills (SQL preferred)
High "Bias to Action," comfort with ambiguity, and expert presentation skills.
Analytical & Logical Problem Solving: You don’t just report data; you use it to tell a story. You possess a deeply data-driven approach to identifying where problems exist, paired with the logical reasoning required to solve complex operational puzzles from the ground up.
Strategic Communication & Storytelling: Beyond standard updates, you excel at building presentations with compelling storylines. You can translate raw metrics into a narrative that secures buy-in from C-suite executives, while maintaining the empathy and clarity needed to engage with individual driver partners.
Adaptability & Bias to Action: You thrive in high-pressure environments and possess a natural bias to action. You are comfortable working with ambiguity, capable of making informed decisions and moving projects forward even when the roadmap isn't fully defined or regulatory landscapes shift.
Operational Excellence: Proven experience managing complex workflows, 3rd-party vendors, or large-scale community networks. You have a "builder" mentality and a track record of improving efficiency in every process you touch.

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.