Makin’ it Pretty but Sellin’ it!, Uber Technology

Uber - 2016

I joined Uber during a pivotal period marked by the advent of a new political administration and Travis Kalanick's strategic alignment with that administration in support of the "Gig Economy."

My role necessitated a comprehensive examination of the challenges faced by Uber drivers, which involved a deep dive into their experiences. I took on the responsibility of managing both internal and external stakeholders while focusing on establishing key performance indicators to gauge the success of our efforts. The primary objectives were to attract and onboard new drivers, retain existing ones, and ensure that the overall experience with Uber's technology remained smooth and hassle-free.

Our approach was straightforward: let's place a strong emphasis on our drivers. My responsibilities at Uber encompassed the development and execution of the customer relationship management strategy pertaining to driver engagement and loyalty campaigns. This encompassed a range of communication channels, including emails, push notifications, and in-app messaging.

My team and I collaborated closely to formulate strategies and marketing tactics aimed at fostering deeper loyalty and engagement among our driver community. This involved working in conjunction with our in-house agency, spanning design, copywriting, strategy, and analytics, to bring to life intricate and high-impact campaigns that resonated positively with our drivers.

I maintained close collaboration with the product, engineering, operations, and business development teams to holistically enhance the driver experience within and outside the mobile ecosystem. I actively contributed to the establishment and monitoring of bi-weekly reports, ensuring that we continually improved our key performance indicators (KPIs).

Ultimately, my primary mission was to ensure driver satisfaction. After approximately a year of achieving this goal, I began to assist with cross-functional projects within the agency and was eventually approached to pivot into a role within the sales division at Uber. To explore the reasons behind this transition, click this link - HERE.

I saw a wonderful opportunity in staying with the organization and to pivot into client relationship management. Which was a new and fruitful experience for me. There are only two types of people in this world - those that sell, and those that buy.