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A question I get frequently:
Why did Uber open hundreds of offices in cities around the world?
Some thoughts on why this worked for Uber and why I think local ops teams can be a massive advantage for high-growth startups
https://abs.twimg.com/emoji/v2/... draggable="false" alt="đ" title="RĂŒckhand Zeigefinger nach unten" aria-label="Emoji: RĂŒckhand Zeigefinger nach unten">https://abs.twimg.com/emoji/v2/... draggable="false" alt="đ" title="RĂŒckhand Zeigefinger nach unten" aria-label="Emoji: RĂŒckhand Zeigefinger nach unten">https://abs.twimg.com/emoji/v2/... draggable="false" alt="đ" title="RĂŒckhand Zeigefinger nach unten" aria-label="Emoji: RĂŒckhand Zeigefinger nach unten">
Why did Uber open hundreds of offices in cities around the world?
Some thoughts on why this worked for Uber and why I think local ops teams can be a massive advantage for high-growth startups
What did Uber city teams look like?
Every city started w 3 people:
- General Manager - the CEO of the city (most had MBA)
- Ops Manager to own the driver side (ex-bankers, consultants)
- Community Manager to own the rider side (BD, mktg)
As the city grew, so would the team.
Every city started w 3 people:
- General Manager - the CEO of the city (most had MBA)
- Ops Manager to own the driver side (ex-bankers, consultants)
- Community Manager to own the rider side (BD, mktg)
As the city grew, so would the team.
And we started small. This was our first office in Atlanta.
So why are city teams a super power? https://abs.twimg.com/emoji/v2/... draggable="false" alt="âĄïž" title="Hochspannungszeichen" aria-label="Emoji: Hochspannungszeichen">
1/ Every city is its own startuphttps://abs.twimg.com/emoji/v2/... draggable="false" alt="đĄ" title="Elektrische GlĂŒhbirne" aria-label="Emoji: Elektrische GlĂŒhbirne">
This attracted some very entrepreneurial people to Uber.
Teams were trusted to solve hard problems.
Teams were told where to go, but there was never anyone looking over your shoulder telling you how to get there.
This attracted some very entrepreneurial people to Uber.
Teams were trusted to solve hard problems.
Teams were told where to go, but there was never anyone looking over your shoulder telling you how to get there.
2/ Teams can move fast https://abs.twimg.com/emoji/v2/... draggable="false" alt="đ" title="Tabelle mit AufwĂ€rtstrend" aria-label="Emoji: Tabelle mit AufwĂ€rtstrend">
Done is better than perfect. And good is better than best.
By having teams on the ground in cities, Uber launched, learned & grew quickly.
There was no game of telephone about what was happening on the ground in Atlanta. We were there
Done is better than perfect. And good is better than best.
By having teams on the ground in cities, Uber launched, learned & grew quickly.
There was no game of telephone about what was happening on the ground in Atlanta. We were there
3/ Everyone is an owner https://abs.twimg.com/emoji/v2/... draggable="false" alt="đ°" title="Geldsack" aria-label="Emoji: Geldsack">
From Day 1, you owned your metrics from top to bottom.
Every data point you ever needed to run the business was at your fingertips.
Have an idea? Run with it. Donât like the way something is going? Change it.
From Day 1, you owned your metrics from top to bottom.
Every data point you ever needed to run the business was at your fingertips.
Have an idea? Run with it. Donât like the way something is going? Change it.
4/ You can hire anywhere https://abs.twimg.com/emoji/v2/... draggable="false" alt="đ" title="Amerika auf dem Globus" aria-label="Emoji: Amerika auf dem Globus">
Want to work at Uber but donât want to live in SF? Cool, join in ATL/BOS/CHI
Our offices let some of the most talented ppl work for Uber - regardless of where they lived.
SF is going remote, but some cos have done remote well for the last 10 years
Want to work at Uber but donât want to live in SF? Cool, join in ATL/BOS/CHI
Our offices let some of the most talented ppl work for Uber - regardless of where they lived.
SF is going remote, but some cos have done remote well for the last 10 years
5/ And build leaders everywhere https://abs.twimg.com/emoji/v2/... draggable="false" alt="đđ»" title="Raising hands (heller Hautton)" aria-label="Emoji: Raising hands (heller Hautton)">
Since every city is its own startup, employees have more opportunities to take on responsibility.
As the business grows, people learn, become leaders and are ready to take on even bigger roles across the company.
Since every city is its own startup, employees have more opportunities to take on responsibility.
As the business grows, people learn, become leaders and are ready to take on even bigger roles across the company.
6/ We hired local https://abs.twimg.com/emoji/v2/... draggable="false" alt="đ" title="Runde ReiĂzwecke" aria-label="Emoji: Runde ReiĂzwecke">
Every city was a bit different (culture, traffic, people, social). And we wanted to understand those differences.
When a city launched, many new employees had grown up in the community.
We had the product - but hiring local helped us learn the market.
Every city was a bit different (culture, traffic, people, social). And we wanted to understand those differences.
When a city launched, many new employees had grown up in the community.
We had the product - but hiring local helped us learn the market.
7/ This only works if... https://abs.twimg.com/emoji/v2/... draggable="false" alt="â
" title="Fettes weiĂes HĂ€kchen" aria-label="Emoji: Fettes weiĂes HĂ€kchen">
1. Build a product that people want
2. Have a strong vision that everyone believes in
3. Have good communication between departments (Ops, Finance, Eng, Product, Legal, Biz Dev, etc)
Uber had the first two and learned the third over time
1. Build a product that people want
2. Have a strong vision that everyone believes in
3. Have good communication between departments (Ops, Finance, Eng, Product, Legal, Biz Dev, etc)
Uber had the first two and learned the third over time
8/ Eventually youâll need to centralize
Generalists will need to become specialists
Youâll need to take best practices from markets around the world and roll them out everywhere.
Decisions will need to be made to optimize (ex: cost, consistency)
ButâŠ..
Generalists will need to become specialists
Youâll need to take best practices from markets around the world and roll them out everywhere.
Decisions will need to be made to optimize (ex: cost, consistency)
ButâŠ..
9/ You have to get the timing righthttps://abs.twimg.com/emoji/v2/... draggable="false" alt="â±" title="Stoppuhr" aria-label="Emoji: Stoppuhr">
Centralizing too early would have turned Uber into a slow, bureaucratic place where it was hard to get things done
We wouldâve hired game managers instead of entrepreneursÂ
And thereâs not a chance Uber could have grown as fast as it did
Centralizing too early would have turned Uber into a slow, bureaucratic place where it was hard to get things done
We wouldâve hired game managers instead of entrepreneursÂ
And thereâs not a chance Uber could have grown as fast as it did
Most companies centralize from Day 1, but Uber made a different choice. Done well - local ops teams can be a major growth engine.
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