Sep 2024 – Present · 1 yr 6 mos

Apr 2023 – Sep 2024 · 1 yr 5 mos

Sep 2022 – Apr 2023 · 7 mos

Feb 2021 – Sep 2022 · 1 yr 7 mos

• Establish and continuously develop deep domain knowledge and technical expertise to support operations.
• Spearhead initiatives to promote products and drive sales with minimal resource expenditure.
• Partner with internal stakeholders and payment service providers to integrate service fee collection within MEA.
• Determine and address risk or fraud challenges leading to service fee losses.
• Liaise with the support team to implement strategies enhancing the user experience; refine support materials, and develop a comprehensive educational campaign for end-users to understand how the product works in order to alleviate pressure off of the support channels, etc.
• Evaluate project risks to identify and proactively address any deteriorations.
• Systematize firefighting through reporting, ownership, investigation, and mitigation; formalize communications between support and operations teams, design standardized investigation protocol to identify the root-cause, define SLAs for the teams responsible to solve issues, and communicate with end-users and/or provide interim remedies.
• Consult with engineers to discuss and implement product improvements optimizing the user interface and enhancing the user experience.
• Formulate business cases prioritizing MEA for rollouts to influence the payments products roadmap and planning.
• Spearheaded launch of disbursements to wallet product within MEA to address unbanked user population.
• Ideate and implement operational efficiencies to business processes in order to consolidate costs.

Feb 2020 – Feb 2021 · 1 yr

• Collected and managed service fees from earners.
• Built the infrastructure to collect service fees by partnering with product teams and the external payment service provider to integrate both products.
• Orchestrated end to end launch of the collections product, including collaborating with engineers to develop optimal configurations for the market, engaging with earners, working with support teams to develop support materials, creating communications material, and staggering launch management.
• Defined, tracked, and reported business and financial metrics.

Oct 2019 – Feb 2020 · 4 mos

• Oversaw the operations of a network of Uber Heroes consisting of supply acquisition channels run by third parties.
• Established and maintained strong professional relationships with Uber Heroes.
• Instituted an accountability framework providing incentives for achieving and exceeding goals.
• Expanded channel growth and geographical coverage; increased heroes from five to 15 per city, as well as increased their footprint by opening smaller sub-branches, aiming to be within a 5 KM radius to each user within the city, resulting in points being increased to 30 per city, including flagship plus smaller ones.
• Aligned objectives and bridged communications with other functions of the business to ensure smooth operations.
• Formed partnerships with oil marketing companies to provide discounts to earners.
• Organized and executed events to drive engagement among earners.

Sep 2017 – Oct 2019 · 2 yrs 1 mo

• Pioneered an effective framework and process for gathering quantitative and qualitative market intelligence on a regular basis.
• Integrated ideas and intelligence into actionable insights retaining and growing the category position.
• Maintained consistent communications with relevant stakeholders and decision makers to ensure delivery of information in a timely manner to facilitate effective decision making.
• Prepared for the go to market strategy for new cities and products by conducting extensive research into market sizing and developing feasibility studies.
• Created a framework to conduct regular pricing studies to aid competitive pricing strategy.

Feb 2017 – Sep 2017 · 7 mos

• Devised innovative strategies to manage and optimize driver incentives.
• Constructed and implemented product pricing models.
• Spearheaded city and product configurations and management.
• Compiled and analyzed market research to identify market trends, relaying information to relevant stakeholders to inform business decisions.
• Formulated strategies and initiatives to prevent fraud and mitigate risk.
• Investigated potential locations in various cities to acquire appropriate facilities and support the buildout and launch of new offices and customer service centers for teams.
• Cultivated strong professional relationships with vendors and partners to facilitate new city launches.
• Directed all aspects of new city launches, including process design, technical configurations, team management, supply acquisition, advertising, and more.

Aug 2016 – Feb 2017 · 6 mos

• Supported the day-to-day operations of UberEATS restaurant partners.
• Tracked business and financial metrics to conduct internal and external reporting.
• Coordinated payments to restaurant partners.
• Assessed restaurant partner operations to design and implement processes increasing operational efficiency.
• Managed communications with the restaurant partners.
• Transitioned from a manual payments process to an automated reporting and payments framework in collaboration with various stakeholders.
• Supervised the transition from manual to automated payments, both internally and externally.