Customer Success Manager, Uber Direct South Africa

About the role and team

Uber Direct lets restaurant brands fulfill orders placed on their own channels through Uber's delivery network. This Associate Customer Success Manager supports a portfolio of GDP restaurant brands across South Africa and Kenya and is the day-to-day partner contact for those Direct relationships.

The role is based in the Johannesburg office and works with the global GDP Direct team and with colleagues in South Africa and Kenya. Unless you are formally approved to work fully remotely, Uber expects you to spend at least half of your work time in your assigned office.

You run the day-to-day partner execution: launches, performance follow-up and issue resolution. Pricing, contract terms and expansion terms sit with the global Account Executive. You prepare the operating view and join those discussions with your manager.

What you’ll do

• Partner relationship management: Maintain regular contact with operating stakeholders at restaurant brands in South Africa and Kenya. Keep account priorities and action plans current, and prepare business reviews with local and global stakeholders.
• Launch and integration management: Support partner-facing onboarding and new-store or brand launches. Coordinate testing, rollout readiness and operational enablement with Partner Engineering, Product and local Operations. You need to be fluent enough to diagnose issues and translate between the merchant and internal teams. You are not the engineer building the integration.
• Performance and insights: Use dashboards and merchant data to monitor trips, fulfillment and completion, delivery reliability, customer experience and financial performance. Flag performance gaps, propose the next actions, and report the result to partners and your manager.
• Growth and account planning: Work with merchants on practical ways to grow Direct volume and store adoption, including their owned-channel ordering and delivery experience. Help build the joint action plan, support expansion or contract discussions led by the Account Executive, and track the impact.
• Cross-functional execution: Follow partner issues and escalations through to an owner across South Africa and Kenya market teams and global brand, Operations, Product, Partner Engineering, Legal and Finance. Surface recurring product or process gaps.

Basic Qualifications

• At least 3 years of experience in B2B operations, Customer Success, Account Management, or management in retail or food.
• Bachelor's degree in Economics, Finance, Business Administration, or a related field, or equivalent practical experience.
• Experience using performance metrics and customer feedback to prioritize work and follow through on a plan.
• Analytical ability: comfortable working with operational and commercial metrics, and able to turn them into practical recommendations for merchants and internal stakeholders.
• Operational excellence: able to understand an end-to-end customer journey and improve delivery reliability, service or merchant experience.
• Technical fluency: comfortable discussing APIs, systems integrations, testing and implementation dependencies with technical partners.
• Cross-functional collaboration: able to work with colleagues and clients without direct authority, across local and global teams.

Preferred Qualifications

• Experience with multi-site restaurant, retail or e-commerce partnerships in South Africa or Kenya.
• Experience in last-mile logistics, on-demand delivery, digital ordering, marketplaces or restaurant technology.
• Clear written and verbal communication. Comfortable preparing a business review and speaking with partner operating contacts.