About the Role
Uber Eats is revolutionizing instant delivery and making dining effortless: from eating locally to ordering groceries or to celebrate with a bottle of wine. The options are endless! Working at Uber Eats means delivering on all possibilities, not just for customers, but for merchants trying to grow their business and for delivery people searching for earnings opportunities. As the Director of Consumer Central Operations for Delivery in EMEA, you aren’t just overseeing a playbook; you are writing the strategy for one of our most complex and high-stakes mega-regions.
This is a leadership role that requires setting direction in motion, not waiting for perfect conditions. You will lead a high-performing team responsible for the end-to-end consumer lifecycle—attracting, retaining, and growing millions of users across a diverse landscape of markets and competitors. You will own the tension between global scalability and local relevance, making hard calls under pressure and carrying the weight of decisions that move the needle for the entire EMEA Delivery business. You will work closely across functional teams and drive alignment through the entire organization, including Product, Engineering, and Customer Support.
The ideal candidate will be a strategic problem solver, an authority at stakeholder engagement, and an experienced people leader who thrives in the face of ambiguity and high-stakes challenges..
What You’ll Do
- Architect the Consumer Vision: Define and lead the overarching consumer strategy for EMEA Delivery, identifying new user pools and growth levers across a highly fragmented competitive landscape.
- Navigate Ambiguity: Own the regional consumer P&L and incentive budgets, making disciplined trade-offs between short-term growth and long-term sustainability in an environment where priorities shift fast.
- Lead the AI/ML Transformation: Act as the technical North Star for consumer ops; use predictive modeling and Agentic AI to move beyond "blended averages" to granular, cohort-based strategies.
- Scale Through Data Excellence: Evolve the team’s analytical depth from basic reporting to sophisticated cohort analysis that identifies "frustration signals" and proactively addresses churn.
- Lead Through Influence: Build and sustain strategic relationships with Product, Engineering, Marketing, and Country GMs to ensure our tech roadmap and local operations are obsessed with the EMEA consumer experience.
- Build Strong, High-Performing Teams:: Mentor and coach a team of managers and individual contributors, fostering a culture of risk-taking, accountability, and excellence where people are empowered to solve what’s hard.
- Drive XLOB Innovation: Serve as the central engine for the "One Uber User" push, integrating Delivery, Retail, and Membership (Uber One) into a seamless, high-frequency ecosystem.
- Champion Change: Act as a multiplier for the region, identifying and unblocking systemic inefficiencies and advocating for technical or operational shifts that benefit the greater good of #OneUber.
What You’ll Need
Basic Qualifications
- 13+ years of experience operating in operations, strategy, or consumer growth within high-growth environments.
- 5+ years of experience managing people managers and leading high-performing, technical teams.
- Proven experience managing large-scale budgets or P&L responsibilities where you transitioned spend from broad discounts to high-ROI, ML-driven targeting.
- Combination of experience working in complex matrix organizations and fast-moving smaller ventures.
Preferred Qualifications
- Ability to "speak the language" of Data Science and Engineering; experience auditing or defining requirements for ML-driven consumer engines.
- Deep expertise in modern LTV approaches, including advanced cohort modeling and predictive retention.
- Experience using privacy-aware data (Clean Rooms, IDFA workarounds) to drive personalized consumer experiences.
- A track record of driving "Cross-Line-of-Business" (XLOB) integration and influencing senior stakeholders without direct authority.
Capabilities
- Motivational Leadership: High energy and motivational leadership driven by personal influence and clear communication, demonstrated ability to build, coach, and inspire high-performing teams to reach their potential.
- Systems Thinking: Ability to design long-lasting operational frameworks that reduce complexity and increase velocity across a matrixed organization.
- Grit and Adaptability: A track record of staying steady and resourceful while leading teams through high-ambiguity transitions or intense competitive pressure.
- Cross-Functional Mastery: Experience influencing senior stakeholders and technical partners (Product/Eng) to align on shared goals without direct authority.
- Global Perspective: Experience working across international borders and diverse cultural markets, specifically within the EMEA landscape.
- Embodies and promotes the values of Uber
Uber's mission is to reimagine the way the world moves for the better. Here, bold ideas create real-world impact, challenges drive growth, and speed fuelds progress. What moves us, moves the world - let’s move it forward, together.
Offices continue to be central to collaboration and Uber’s cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role.
*Accommodations may be available based on religious and/or medical conditions, or as required by applicable law. To request an accommodation, please reach out to accommodations@uber.com.