Associate Program Manager - Merchant Experience

About the Role

At Uber, delivering an exceptional merchant experience is central to our success. As an Associate Program Manager - Merchant Experience, you will play a key role in strengthening the merchant journey across its lifecycle. The focus of this role is on driving tangible improvements, reducing defects, and addressing critical pain points-while also unlocking new opportunities to enhance how our partners engage with Uber.

You will collaborate closely with cross-functional teams to identify and resolve issues, streamline processes, and build scalable solutions that improve trust and satisfaction for our merchant partners. This is a unique opportunity to grow in a dynamic, fast-paced environment and help shape the future of how Uber partners with merchants.

What You'll Do

1. Identify and Reduce Defects: Spot opportunities to reduce defects within the merchant journey, with a focus on critical areas such as cancellations, chargebacks, and other high-impact pain points. Collaborate with cross-functional teams to address issues that affect not only merchants but also other marketplace stakeholders.
2. Enhance the End-to-End Merchant Experience: Analyze the merchant lifecycle to uncover gaps and design tangible improvements that strengthen trust, reduce friction, and improve long-term satisfaction.
3. Engage in Lifecycle Programs: Partner with key stakeholders to design and execute scalable programs that enhance the merchant experience throughout their lifecycle.
4. Execute Customer Experience Strategy: Support the execution of CX strategies that align with business objectives, driving loyalty, satisfaction, and growth. Ensure alignment between regional and global teams to deliver high-quality, consistent experiences at scale.
5. Foster Cross-Functional Collaboration: Build strong partnerships with Ops, Product, Tech, Business, and Global teams. Act as a connector across functions to ensure seamless execution and alignment on merchant-first priorities.
6. Champion Customer-Centricity: Advocate for the merchant perspective in strategic discussions, ensuring that partner needs, feedback, and insights remain central to decision-making. Drive VOC and merchant engagement at its core.
7. Leverage Data & Insights: Use analytics to assess program impact, monitor operational performance, and identify opportunities for improvement. Translate insights into actionable recommendations that drive better outcomes for merchants and the business.
8. Monitor & Report on Performance: Track progress against KPIs and business objectives, communicating updates, challenges, and opportunities. Proactively recommend course corrections to keep initiatives on track.
9. Align Global & Regional Efforts: Ensure global strategies are localized effectively while maintaining consistency. Partner with global teams to scale impactful initiatives across regions.

1. Program Management Expertise: 3+ years of experience with complex, cross-functional programs with a proven record of flawless execution and measurable business impact.
2. Operational Acumen: Demonstrated ability to streamline operations, set high-performance standards, and manage intricate workflows with efficiency.
3. Problem-Solving: Strong analytical and structured thinking skills, adept at navigating ambiguity, uncovering root causes, and driving pragmatic solutions.
4. Communication: Exceptional communicator with the ability to adapt messaging across audiences-from team updates to senior-level cross-functional discussions.
5. Customer Centricity: Deep empathy for users and a passion for designing and delivering best-in-class customer and merchant experiences.
6. Agility & Resilience: Thrives under pressure with integrity, composure, and strong follow-through; adapts quickly to dynamic environments while setting the pace for others.
7. Curiosity & Innovation: Naturally inquisitive, always seeking to understand how things work and continuously pursuing creative, scalable improvements.
8. Data Literacy: Skilled at interpreting data and connecting process insights to inform strategies and decisions.
9. Stakeholder Management: Proven ability to influence, align, and collaborate with cross-functional teams and senior leaders, balancing diverse perspectives to deliver service excellence.

1. Experience in Tech or High-Growth Environments: Background in fast-paced tech companies (e.g., Amazon, Meta, Uber, DiDi, etc.) where customer-centricity, operational excellence, and agility are critical. Experience navigating complex organizational structures and delivering results at scale.
2. SQL & Data Literacy: Working knowledge of SQL and data analysis tools to independently query, analyze, and visualize customer data. Ability to partner effectively with Data/BI teams to inform decision-making and uncover insights.
3. Agile Management: Solid understanding of Agile principles and experience working within Agile or hybrid environments. Comfortable collaborating with Product and Engineering teams using frameworks like Scrum or SAFe.
4. Global or Cross-Cultural Team Management: Experience working in or leading teams across different cultures, time zones, and business contexts. Sensitivity to cultural nuances and the ability to adapt communication and leadership style accordingly.