Delivery Marketplace Fulfillment Lead

Delivery Marketplace Fulfillment Lead Department: Operations Team: Regional Operations Location: Santiago, Chile Type: Full-Time **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 global 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 da