Farhan Chowdhury

• Lead strategic planning and operational alignment across Australian car-sharing operations.
• Collaborate with cross-functional teams to enhance processes and deliver better customer experience
• Drive data-driven decision-making to optimise operational performance.
• Oversee project execution to ensure alignment with business goals and timelines.

Key Achievements:

• Overhauled the entire support system, introducing a new workflow and ticket management process to improve scalability and efficiency.
• Spearheaded the design and implementation of a new Operations Org structure for Australia, aligning resources and strategies with business objectives.

• Strategized and implemented global vehicle access solutions, enhancing the car sharing experience
• Managed a diverse team (engineers, stock controllers, installers), setting business priorities and supporting professional development
• Reported on Car Operations outputs to the Senior Executive team with clarity and accuracy
• Contributed to leadership team discussions and decisions on broader business topics, cascading relevant information effectively
• Led project management efforts to scale Uber Carshare as it expanded into new cities and pursued growth strategies
• Minimised operational costs through systemisation, automation, and process refinement
• Notable Achievements:
• Piloted and implemented a self-install protocol, significantly reducing onboarding costs and contributing to Uber's acquisition of Car Next Door in 2022
• Led product squads to trial and scale new vehicle access technology, saving the business over half a million dollars per month

• Developed and documented claims processes, creating SLAs and KPIs for tracking and performance measurement
• Handled complex multi-vehicle and mechanical cases end-to-end, ensuring efficient resolution
• Trained the team on process changes and managed repair recoveries through a third party
• Owned the Quality Assurance process for the claims team
• Notable Achievements:
• Scaled the claims team from 4 to 25 members
• Customised Zendesk as a claims management system, saving costs and preventing the need for a new system
• Successfully led a catastrophic insurance incident project, completing it at 50% lower cost than budgeted

• Managed Support CRM (Zendesk) and integrated it with the GoCatch management system
• Implemented new processes for the support team and managed driver payments
• Tested and implemented fraud mitigation rules on the payment gateway (Stripe)
• Organized and hosted driver engagement events nationwide
• Assisted the promo team with merchandise procurement, reducing costs by 80%
• Implemented an operational system to track finance related to driver payments and mitigate fraud

• Constructed, maintained, and expanded computer systems
• Provided technical support and explained system features to customers
• Occasionally provided out-of-hours support, responding to system user enquiries