About the Role

The Courier Operations role exists to build the most reliable, efficient, and sustainable delivery network in Kenya by empowering courier partners, improving marketplace efficiency, and ensuring exceptional customer experience across Uber Eats. The broader Operations team will work on high-impact initiatives such as courier acquisition and onboarding, earnings optimization, safety and quality programs, marketplace balance, incentive design, and operational scalability across Nairobi and emerging cities. In a market where boda bodas power the backbone of last-mile logistics, this role has direct influence on courier satisfaction, delivery reliability, merchant growth, and overall platform profitability.

What You'll Do

• Monitor and improve courier marketplace health metrics including online hours, fulfillment rates, cancellations, courier supply, and delivery efficiency.
• Design and execute courier engagement, onboarding, retention, and earnings optimization initiatives to improve courier experience and operational reliability.
• Partner closely with Community Operations, Safety, Merchant Operations, and Product teams to resolve operational pain points and improve platform quality.
• Analyze operational trends and build data-driven recommendations to optimize incentives, reduce delivery friction, and improve customer satisfaction.
• Conduct fieldwork and engage directly with courier partners to understand on-the-ground challenges and identify scalable operational improvements.
• Manage multiple stakeholder relationships including EMEA Central Operations and Scaled Operations teams, local SSA operations teams and commercial teams.

What You'll Need

• 2+ years of experience in operations, logistics, consulting, marketplace operations, business analytics, or customer operations in a fast-paced environment.
• Strong analytical and problem-solving skills with experience using Excel/Google Sheets; ability to interpret operational metrics and translate insights into action.
• Excellent stakeholder management and communication skills, with the ability to work cross-functionally with support, policy, merchant, and city operations teams.

Preferred Qualifications

• Experience working in Kenya’s mobility, logistics, e-commerce, food delivery, or boda boda ecosystem, with a strong understanding of last-mile operational realities.
• SQL proficiency and experience using data visualization tools such as Tableau or Looker to drive operational decisions.
• Demonstrated experience leading operational improvement initiatives, field operations, or courier/driver engagement programs at scale.
• Entrepreneurial mindset with the ability to thrive in ambiguity, execute quickly, and balance strategic thinking with hands-on operational execution.

• Monitor and improve courier marketplace health metrics including online hours, fulfillment rates, cancellations, courier supply, and delivery efficiency.
• Design and execute courier engagement, onboarding, retention, and earnings optimization initiatives to improve courier experience and operational reliability.
• Partner closely with Community Operations, Safety, Merchant Operations, and Product teams to resolve operational pain points and improve platform quality.
• Analyze operational trends and build data-driven recommendations to optimize incentives, reduce delivery friction, and improve customer satisfaction.
• Conduct fieldwork and engage directly with courier partners to understand on-the-ground challenges and identify scalable operational improvements.
• Manage multiple stakeholder relationships including EMEA Central Operations and Scaled Operations teams, local SSA operations teams and commercial teams.

• Strong analytical and problem-solving skills
• Experience using Excel/Google Sheets
• Ability to interpret operational metrics and translate insights into action
• Excellent stakeholder management skills
• Excellent communication skills
• Ability to work cross-functionally
• SQL proficiency (preferred)
• Experience using data visualization tools such as Tableau or Looker (preferred)
• Entrepreneurial mindset

• 2+ years of experience in operations, logistics, consulting, marketplace operations, business analytics, or customer operations in a fast-paced environment.
• Experience working in Kenya’s mobility, logistics, e-commerce, food delivery, or boda boda ecosystem, with a strong understanding of last-mile operational realities (preferred).
• Demonstrated experience leading operational improvement initiatives, field operations, or courier/driver engagement programs at scale (preferred).