Operations Manager, Global Marketplace, Retail

Operations Manager, Global Marketplace, Retail Department: Operations Team: Regional Operations Location: Mexico City, Mexico Type: Full-Time ### **About the Role** Are you excited about improving customer experiences and using technology to solve complex marketplace challenges? We’re looking for an Operations Manager to help shape global fulfillment strategies for Uber’s Grocery & Retail business. In this role, you’ll focus on customer engagement and retention—digging into the root causes behind poor experiences and turning insights into meaningful action. You’ll partner closely with Product, Regional Operations, Data Science, and Marketplace teams to ensure our fulfillment systems work reliably and consistently. Your work will help customers get exactly what they ordered, on time, every time. This role is ideal for someone who enjoys using SQL to uncover insights, loves creative problem-solving, and communicates clearly with both technical and non-technical partners. We’re looking for a strategic, systems-minded problem solver who thrives in complex environments and brings the technical fluency to navigate evolving tools and processes. You’ll translate product understanding into actionable insights and influence global teams to drive impact at scale. ## What You’ll Do ### Champion Fulfillment, Quality, and Reliability - Monitor the performance of key fulfillment metrics (e.g., found rate, cancellations, defect rate, substitutions, shopper accuracy). - Translate marketplace signals into insights that explain customer behavior, retention patterns, and experience drivers. - Identify emerging issues across markets and proactively recommend actions that protect the customer experience. ### Generate Insights That Drive Engagement & Retention - Use SQL to uncover meaningful insights about marketplace reliability, user behavior, and merchant performance. - Combine quantitative analysis with qualitative inputs (support tickets, user feedback, competitive insights) to build a complete picture of customer pain points. - Turn insights into actionable recommendations that shape product priorities and