Sr. Business Operations Manager – Rider Experience & Consumer Insights

Uber | India & South Asia

About the Role

At Uber, millions of riders trust us to get them where they need to go, every day. But what makes a great ride experience? What frustrates riders, what builds their trust, and what makes them choose Uber again and again?

We are looking for someone who is obsessed with understanding consumers — someone who is endlessly curious about what riders think, feel and experience, and passionate about turning those insights into meaningful change.

In this role, you will be the champion of the rider's voice within Uber, ensuring that consumer needs, expectations and pain points are at the heart of how we build products, design experiences and make business decisions.

You will shape Uber's Rider Experience strategy across India & South Asia, working closely with Product, Operations, Marketing and Marketplace teams to make Uber the most trusted and preferred mobility platform.

This is a unique opportunity to combine deep consumer understanding with strategic thinking and real business impact — moving beyond understanding what riders want to actually making it happen.

• Drive Consumer Insights & Problem Solving: Bring structure to ambiguous consumer problems, triangulating quantitative data, qualitative research and field insights to uncover root causes, size opportunities and drive actionable recommendations.
• Reimagine the Rider Experience: Identify and prioritize friction points across the end-to-end rider journey, with a focus on new rider experience, satisfaction and retention. Partner with cross-functional teams to drive measurable improvements.
• Build & Scale Rider Value Propositions: Identify opportunities for differentiated consumer propositions, validate them through research and experimentation, and partner with Product and Marketing to launch and scale impactful solutions.
• Own Critical Consumer Journeys: Drive improvements across priority areas including payments, rider communications and engagement programs, balancing consumer experience, business impact and investment efficiency.
• Champion the Voice of the Rider: Build a deep understanding of rider needs, frustrations and unmet expectations by combining consumer research, VOC and behavioral data. Translate insights into clear priorities that influence business and product decisions.
• Embed Consumer Obsession Across Uber: Bring compelling consumer insights and data-backed recommendations into leadership discussions, challenge assumptions and mobilize teams to act on what matters most to riders.

What You'll Need

• 5+ years of experience in consumer insights, customer experience, consumer strategy, product, growth or related fields.
• Consumer obsession: Deep curiosity about human behavior, strong empathy and a natural instinct to uncover what consumers really need.
• Analytical rigor & structured problem solving: Ability to bring clarity to ambiguous problems, synthesize complex datasets and marry quantitative evidence with qualitative insights.
• Insight-to-action orientation: Proven ability to translate consumer understanding into sharp strategic recommendations, prioritized initiatives and measurable business outcomes.
• Strong ownership & execution: Comfortable navigating ambiguity, driving cross-functional initiatives and moving from problem identification to implementation.
• Storytelling & influence: Ability to simplify complex insights, build compelling narratives and influence senior stakeholders to champion the consumer perspective.