About the Role
Japan is one of Uber's most dynamic and fastest-growing membership markets - home to the one of the largest Uber One member bases globally and the fastest-growing loyalty program. With membership-driven retention at the core of Japan Mobility's growth strategy, we're looking for a sharp, execution-focused operator to own and accelerate how riders in Japan discover, engage with, and stay loyal to Uber One.
As the Senior Operations Manager, Membership & Loyalty for Japan Mobility, you will own the end-to-end strategy and execution of membership growth, retention, and loyalty programs (such as points & airline mileage) across one of Uber's most unique and competitive ride-hailing markets. You'll work at the intersection of local consumer insights, global product capabilities, and cross-functional partnerships - bringing Uber One to life for Japanese riders in ways that are culturally resonant, commercially impactful, and operationally excellent.
This is a high-ownership role for someone who thrives on ambiguity, loves building in fast-moving environments, and wants to leave a measurable mark on one of the most exciting consumer products in the world.
Why This Role
- Market leadership moment: Japan Mobility membership is on a steep growth curve, and we're just getting started
- Real ownership: You'll shape strategy and execute it - no hand-holding required
- Global leverage, local impact: Sit at the heart of Japan's consumer business while working with world-class global teams
- High visibility: This role is central to the 2026 Japan Mobility strategy and reports into senior leadership locally and globally
Your Impact in Role
Strategy & Planning:
- Define and own the Japan Mobility membership growth roadmap - from subscriber acquisition and conversion to retention and win-back.
- Develop and execute quarterly and annual plans for Uber One penetration within Japan Mobility, aligned to global membership OKRs.
- Identify and size opportunities in the Japan market, including local partnerships (e.g. Rakuten, transit operators, corporate accounts) that can drive incremental member acquisition and value.
Operations & Execution:
- Design and run membership campaigns, loyalty promotions, and bonanza programs (e.g. member bonanzas, referral-to-try initiatives) tailored to Japan rider behavior.
- Partner with the global Membership Product team to localise features, benefits, and onboarding flows for the Japan market.
- Manage experiment pipelines - design, analyse, and iterate on A/B tests to continuously improve member conversion, engagement, and retention.
Analytics & Performance:
- Own and track Japan Mobility membership KPIs: active members, gross bookings coverage (GB%), trips-per-user (TpU), churn rate, and CLV.
- Build dashboards and produce weekly/monthly performance reports for senior stakeholders in Japan and global leadership.
- Conduct deep-dive analyses on member behaviour, cohort performance, and promo incrementality to surface actionable insights.
Stakeholder & Cross-Functional Leadership:
- Serve as the primary point of contact between Japan Mobility and global Membership & Loyalty teams.
- Collaborate closely with Marketing, Finance, Product, Data Science, and Central Ops to align priorities and unlock resources.
- Represent Japan's membership needs in global planning cycles - bringing local context to global strategy conversations.
What You Will Need-
Extensive experience in operations, strategy, growth, or product management - ideally in a consumer tech, subscription, or e-commerce context.
- Strong analytical skills - you're comfortable working in SQL, Looker, or Tableau to pull your own data, build models, and tell a compelling story.
- Proven track record of owning programs end-to-end with measurable business outcomes.
- Excellent communicator - able to translate complex analysis into clear recommendations for both local teams and global executives.
- Business-level English - essential for global collaboration and reporting.
- Japanese language proficiency - business-level Japanese highly preferred given scope for external partner engagement.
- Experience with membership, subscription, loyalty, or CRM programs at a consumer-facing company is a plus.
- Familiarity with Japan's consumer landscape - including local payment behaviours, transport habits, and digital loyalty ecosystems (e.g. point programs, IC card integrations) is a plus.
- Experience with experimentation design (A/B testing) and incrementality measurement is a plus.
- Prior experience working in a global company navigating local/global matrix dynamics is a plus.
- Exposure to marketplace economics or ride-hailing is a plus.
