Head of Consumer Operations, Canada Mobility

3 weeks ago

Toronto, Canada Uber Full time

**About the Role**

Uber Canada is the leading rideshare company in Canada, and we are looking for a Head of Consumer Operations to help drive our next phase of growth. This is a critical leadership role and will be responsible for charting our next wave of membership growth, leading on innovative mobility solutions, and finding new ways to engage our new and existing consumer base.

You will be:

- The strategic leader for Canada Mobility's Consumer strategy, covering the full lifecycle of the consumer mobility experience with accountability for driving topline commercial results in Canada
- The leader of our membership and partnership strategy, consumer experience, rider acquisition and new mobility services, responsible for delivering on our ambitious targets
- An important cross-functional partner to the many teams that do not directly report to you, but are critical to the successful execution of your plan, including Central Ops, Product, Marketing, Legal, Policy, BD, Safety, and many more.
- A decisive and optimistic leader who can rally many teams and stakeholders to achieve a shared vision and contribute strongly as a member of the Canada leadership team

**What You'll Do**:

- Be a key member of Canada Mobility's Leadership team
- Define a compelling Consumer strategy across segments, geographies, use cases and drive execution both in your team and through influence with others
- Own and understand our mobility service value proposition, extending thought leadership and offerings in this space and engage with other local and global teams to accomplish our objectives
- Understand segmentations and drivers of usage and long-term loyalty and influence our local and global strategy across product, experience, and investment to drive growth with our customers
- Work closely with our Marketing, Marketplace, Support (Community Operations), and Product teams to deliver on our overall strategy
- Constantly prioritize and ensure that team members are focused on activities that drive top and bottom line impact
- Oversee the deployment and efficient spend of rider growth incentive spend on Membership, Partnerships and loyalty programs (Air Canada, TD Bank), NonX/Premium growth, Teen & Family, and more
- Own new rider sign up to first trips, bringing new solutions and creative approaches that drive sign up and adoption of Uber across Canadian cities
- Drive NonX/Premium growth, scaling premium services for select high value consumer groups and partnering to accelerate awareness and adoption
- Improve the airports and travel experiences, advocating for and executing on plans
- Pilot, iterate and scale new mobility solutions, including Courier (Connect), Reserve, Car Seat, Health
- Lead and build a strong team of 5 high performers, coaching for excellence

What we're looking for
- **See the Forest and the Trees.** This role owns the overall consumer strategy, including how we continue to engage new demographics (students, Families, Gen Z) and cohorts (sporadic user base, international travelers). You will also need to lead with innovation on everything from partnerships to stunt events to promotions
- **Business acumen**. This team owns a promo and co-funding budget and needs to actively weigh the tradeoffs of where / when to invest, and how to continually optimize for impact, scale and efficiency
- **One Uber**. This role is highly cross-functional and needs to liase and influence across several teams and senior leaders, including Marketing, Marketplace, Policy & Comms, Legal, and Product
- **Trip Obsession**. This leader needs to act as a thought partner to Marketing, Ops, and Product, inspiring the team to drive creative and impactful campaigns
- **Great minds don't think alike**. As a critical member of our Canada Leadership Team, we need this person to have cut through and a mindset to challenge the status quo.

**Basic Qualifications**
- Bachelor's degree
- Minimum of 7 years of experience, including time spent in strategic and operational roles, supported by a history of delivering clear results, ideally with a consumer focus
- Excellent spoken and written English. French an asset
- Strong track record of building, leading, and engaging diverse teams
- Evidence of successful complex stakeholder management across a variety of functions; bonus points for across international borders
- Data-driven mentality and sound business judgment
- An appetite for taking smart risks in a fast-moving, competitive, and frequently ambiguous environment

**Preferred Qualifications**
- Proven experience identifying target markets and customer segments, developing compelling value propositions and creative go to market strategies for new products and features
- Experience handling cross-functional partners at all levels
- Ability to prioritize, work strategically and execute sophisticated objectives
- Product sense. You know what makes a customer experience not just good, but outstanding.Experience taking initiative in a const

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