Associate Program Manager - Merchant Experience

About the Role

At Uber, delivering an exceptional merchant experience is at the heart of our success. As an Associate Program Manager - Merchant Experience, you will play a pivotal role in elevating how we support and partner with merchants. This role is centered on advancing our segmentation and differentiation strategy, ensuring our approach reflects the unique operational realities of our partners and creates tangible value beyond troubleshooting.

You will collaborate closely with cross-functional teams to design and execute scalable solutions that build trust, enhance satisfaction, and strengthen long-term partnerships. Your work will focus on driving segmentation initiatives, elevating support models, and embedding process improvements that transform the merchant experience.

This is a unique opportunity to grow in a dynamic, fast-paced environment and help shape the future of how Uber partners with merchants.

1. Segmentation & Differentiation: Drive initiatives that move support from troubleshooting to true partnership, delivering best-in-class experiences tailored to merchants' operational realities and unique needs.
2. Elevate Core Support as a Differentiator: Position support as a strategic advantage by shaping segmented and tailored experiences that address merchant realities and strengthen long-term trust.
3. Advance Elevated Merchant Support Strategy: Owning LATAM key initiatives, while partnering globally to ensure a harmonized, holistic approach that respects regional nuances.
4. Enable Beyond-Support Partnership: Collaborate with commercial teams to go beyond reactive support, building proactive initiatives that deepen partnerships and strengthen merchant engagement.
5. Execute Customer Experience Strategy: Support the execution of CX initiatives aligned with business objectives, driving loyalty, satisfaction, and sustainable growth across regions.
6. Foster Cross-Functional Collaboration: Act as a connector across Ops, Product, Tech, Business, and Global teams to ensure seamless execution and merchant-first prioritization.
7. Champion Customer-Centricity: Advocate for the merchant voice in strategic discussions, ensuring insights and feedback remain central to decisions. Embed VOC and engagement at the core of initiatives.
8. Leverage Data & Insights: Use analytics to measure impact, monitor performance, and uncover opportunities. Translate findings into actionable recommendations that improve outcomes for both merchants and Uber.
9. Track & Report Performance: Monitor progress against KPIs and business objectives, highlighting successes, risks, and opportunities. Recommend adjustments to keep initiatives on track.
10. Bridge Global & Regional Efforts: Localize global strategies effectively while maintaining consistency, scaling high-impact initiatives across markets.

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.