What are the responsibilities and job description for the Membership Program Manager position at Uber?
About the Role
Uber is a technology company that is changing the way the world thinks about transportation. We are building technology people use every day. Whether it’s heading home from work, getting a meal delivered, or getting to and from the airport, Uber is increasingly a part of the fabric of everyday life!
With an increasing number of services offered on the Uber platform - ranging from those that take you places (“Go”) to those that bring you things (“Get”), Uber is investing in developing an industry leading Membership program. This program ensure that the customer experience gets better the more one engages with Uber’s offerings. This program was recently launched as UberOne - a first-of-its-kind membership experience that offers benefits across multiple types of services - and will continue to evolve and grow in the coming years.
Uber is seeking an individual to lead all aspects of the rollout, strategy, and execution of UberOne and other engagement programs, specifically focused on the Mobility (e.g. Rides) business.
This role reports to the head of the Product Lines & Rider Engagement team, within the Mobility Central Operations group. The role requires a deep understanding and stewardship of the Mobility business - how customers use and value our services and the drivers of our business - but also will be highly cross-functional across other LOBs such as Delivery.
What You’ll Do
- Develop the short-, medium-, and long-term strategy of the Membership program from the perspective of the Mobility business - including OKRs, growth plans, and road mapping
- Be the owner of our broader Rider engagement strategy, across both Membership and non-Membership programs, to deliver compelling value to our most valuable customers
- Conceptualise, test, and scale member benefits and experiences to increase return on investment and user value. Working closely with customers across Tech and Ops teams
- Create cost models, forecasts, and analytical frameworks for the Membership program to aid in decision making
- Lead product performance, tracking performance vs. targets and ensure we are holding ourselves and partner teams accountable for expected results
- Stay in lockstep with cross-functional peers in parallel LOBs - such as Delivery - on UberOne program developments and planning
- Partner with Business Development on external partnerships related to UberOne distribution and/or program benefits
- Collaborate with Marketing to develop, launch, and measure campaigns focused on user acquisition, retention, and engagement
- Work with customer research and insights teams to understand how we can continue to set a higher standard on program quality, then work with our product, support, business development, and operations teams to deliver increasingly compelling features to our customers
Basic Qualifications
- 4 years of experience in brand management / operations / strategy / consulting / business intelligence / analytics / startup or related experience
- Bachelor's degree or equivalent
Preferred Qualifications
- Self-starter with an analytical orientation; conscientious and leans in and embraces rolling up your sleeves with your team; skilled at balancing between short-term needs and long-term investments; grows with change and comfortable with ambiguity
- Bias toward action and constant push for clarity and execution
- Excellent written and verbal communication skills as well as stakeholder management, consensus building, and project management
- Ability to operate optimally within complex organizations with limited hierarchy - able to work across functions to get things done effectively and efficiently with limited oversight or leadership directive
- Excel / SQL proficiency and subscription knowledge strongly preferred
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