**About the Role**
We're looking for a passionate, customer-focused Operations Lead to join our Groceries and Retail business and lead the Fulfillment Success team within GR Global Operations.
In this role, you'll guide a high-performing team to deliver exceptional experiences to Uber consumers and drive long-term engagement and retention by ensuring customers get what they need, when they need it.
You'll collaborate across functions-including Tech, CommOps, Merchant Operations, and Catalog-to reduce defect rates and cancellations, ensure accurate order fulfillment, and raise the bar for delivery quality while maintaining sustainable economics.
This role calls for a strategic problem solver who thrives in ambiguity, builds scalable processes, and influences across all levels of the organization.
You'll combine big-picture thinking with hands-on execution to drive operational excellence at a global scale.
**What You'll Do**
**Be a Product Champion: Partner closely with Product Managers, Engineers, and Data Scientists to shape product strategy, requirements, and execution.
**
- Bring a strong operational and customer experience lens across the full product lifecycle-from ideation through launch and iteration.
- Advocate for features and improvements that elevate quality, reduce defects, prevent fraud, and ensure regulatory compliance.
- Ensure product launches align with long-term Retail strategy and P&L; objectives, balancing customer experience with financial sustainability.
**Lead Global Experience & Quality Transformation**
- Drive integral quality initiatives to improve the consumer experience and reduce defects across regions.
- Design scalable solutions that strengthen long-term retention while thoughtfully managing experience and cost tradeoffs.
- Establish clear, consistent quality standards globally while empowering regional teams to execute effectively.




**Build Performance Visibility for Senior Leadership**
- Define KPIs and develop executive-ready dashboards and scorecards.
- Monitor product and experience performance, surface insights, and translate data into clear, actionable recommendations.
**Turn Data into Actionable Insights**
- Identify top experience pain points globally through data-driven analysis.
- Partner with Data Science to uncover root causes and launch targeted improvement initiatives with measurable impact.
**Create Global Guidelines That Scale**
- Develop frameworks and operating models that guide strategy and execution.
- Capture best practices from around the world and translate them into practical playbooks that regional teams can use to solve complex challenges.
**Basic Qualifications**
- Experience: at least 7 years in Operations, Business or General Management, Strategy, Planning, or a related field.
- Education: Bachelor's degree in Business, Engineering, Computer Science, or a related field.
- Strategic thinking & problem solving: Demonstrated ability to develop structured frameworks and make data-informed decisions in complex, ambiguous environments.
- Cross-functional leadership: Proven experience partnering with Product, Operations, CommOps, and other cross-functional teams.
Ability to influence and build alignment at all levels.
- Communication: Excellent written and verbal communication skills, with the ability to explain complex or technical concepts to diverse audiences, including senior leaders.
- Analytical skills: Strong analytical capabilities with experience using data to guide decisions, measure impact, and identify opportunities.
**Proficiency in SQL required.
**:
- Comfort with ambiguity:Ability to anticipate and manage risk while taking thoughtful, responsible bets.
**Preferred Qualifications**
- Experience in fast-paced, high-growth environments.
MBA or other advanced degree.
Advanced proficiency in SQL and Python.

📌 Delivery Marketplace Fulfillment Lead (Xico)
🏢 Uber
📍 Xico