About the Role
As Uber Mobility continues to grow, ensuring a seamless and efficient onboarding experience for Fleet Partners is critical to our success.
As the Senior Onboarding Manager, you will lead the day-to-day operations of the onboarding team, ensuring high-quality execution, compliance with operational requirements, and a positive partner experience throughout the onboarding journey.
You will be responsible for managing team performance, driving process improvements, and collaborating closely with cross-functional stakeholders to deliver scalable and efficient onboarding operations in a fast-paced environment.
Your Impact in Role
- Lead Onboarding Operations: Oversee day-to-day onboarding operations, ensuring a smooth, efficient, and high-quality experience for Fleet Partners.
- Drive Process Improvement: Analyze onboarding performance, identify bottlenecks, and implement improvements to increase efficiency, reduce cycle times, and enhance partner satisfaction.
- Manage Team Performance: Set clear goals, monitor team performance, provide coaching, and support the development of team members.
- Partner Cross-functionally: Collaborate closely with Sales, Operations, Product, Legal, Compliance, and external partners to ensure effective onboarding execution and issue resolution.
- Ensure Compliance: Maintain adherence to operational, legal, and regulatory requirements by working closely with Legal and Compliance teams.
- Leverage Data to Improve Performance: Track key operational metrics, identify trends and opportunities, and use data-driven insights to improve onboarding outcomes.
What You Will Need
- Extensive experience in operations, customer support, onboarding, or related functions, with a track record of driving operational performance and process improvement.
- People and Vendor management experience, including coaching, performance management, and team development.
- Strong problem-solving and analytical skills, with the ability to identify root causes and implement effective solutions.
- Experience leading cross-functional projects and collaborating with diverse stakeholders.
- Data-driven mindset, with the ability to use operational metrics and insights to improve business outcomes.
- Native-level Japanese and business-level English proficiency.
- Experience in a marketplace, mobility/logistics, or fast-paced technology business is a plus.
- Proficiency with CRM and data analytics tools (e.g., Salesforce, Tableau, Looker) is a plus.