For years, Uber could get away with ignoring its drivers’ problems. Now it can’t.
last week. The Uber CEO had been driving and delivering on the platform for the first time in his tenure and wanted to make the point on record. The Journal portrayed Khosrowshahi as a hands-on CEO learning the product with a splashy image of him in the driver’s seat. The largely positive framing was undermined, however, by the details in the story.
Khosrowshahi, the leader of a $63 billion company, admitted in the article he’d never used Uber as a driver until recently. And that once he did he found significant flaws. Fixing these issues was admirable, but taking nearly six years into his tenure to tackle them was unmissable. Though it was attempting to convey progress at Uber, the profile left some analysts, investors, and people close to the company wondering about its trajectory.
While driving, Khosrowshahi found the driver-signup experience frustrating and “clunky.” He learned that Uber wouldn’t clearly tell him when he was picking up two orders in one restaurant. He discovered that when he accepted a new delivery job, the app sent him to the new location even though he hadn’t completed his current order.
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