Merchant Experience & Fulfillment Operations Manager
About the Role
As the Merchant Experience & Fulfillment Operations Manager, you will be responsible for driving the strategic growth and scaling of Uber Direct by enhancing the end-to-end merchant experience through product and operational levers. Reporting to the Merchant Operations Lead, this role focuses on building a robust OKR framework, aligning execution with merchant expansion goals, and ensuring seamless delivery across onboarding, product adoption, and billing processes.
Your scope includes scaling channel partnerships, managing the merchant product portfolio, improving product discovery and adoption (dashboard and API), and optimizing onboarding and billing operations to deliver a best-in-class merchant experience.
What You'll Do
Channel Partner & SMB Scaling
- Roll out and manage the channel partner program to expand Direct's reach
- Drive adoption of onboarding solutions (e.g., self-service onboarding)
- Improve merchant awareness, activation, and engagement with self-service tools
Merchant Product Management
- Lead product discovery efforts and define support models for Uber Direct merchants
- Manage and prioritize the merchant product portfolio roadmap
- Optimize financial workflows including pricing, invoicing, and refund mechanisms
Merchant Experience
- Enhance the Direct merchant dashboard experience and increase API adoption
- Design and implement scalable self-service support solutions
- Partner with marketing to drive product awareness and feature adoption
Onboarding & Billing Operations
- Own the end-to-end onboarding journey from contract signing to first transaction
- Establish and standardize onboarding and configuration runbooks
- Optimize billing processes including invoicing accuracy, refunds, and monthly reconciliation
Basic Qualifications
- Minimum 3 years of experience in strategy & operations, product management, project management, consulting, or a related field
- Strong analytical skills with the ability to translate data into actionable business insights
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- Excellent communication skills with the ability to present complex topics to senior stakeholders
- Proven stakeholder management experience across cross-functional teams
- Demonstrated ability to drive initiatives from ideation to execution in fast-paced environments
- Fluency in English and Mandarin (written and verbal)
Preferred Qualifications
- Entrepreneurial mindset with a bias for action and comfort operating in ambiguity
- Track record of proposing and executing innovative solutions to complex operational or product challenges
- Strong ownership mentality with willingness to take calculated risks to drive impact
Uber's mission is to reimagine the way the world moves for the better. Here, bold ideas create real-world impact, challenges drive growth, and speed fuelds progress. What moves us, moves the world - let's move it forward, together.
Offices continue to be central to collaboration and Uber's cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role.
*Accommodations may be available based on religious and/or medical conditions, or as required by applicable law. To request an accommodation, please reach out to accommodations@uber.com.
Perks and Benefits
Health and Wellness
- Health Insurance
- Health Reimbursement Account
- Dental Insurance
- Vision Insurance
- Life Insurance
- FSA With Employer Contribution
- Fitness Subsidies
- On-Site Gym
- Mental Health Benefits
Parental Benefits
- Fertility Benefits
Work Flexibility
- Flexible Work Hours
- Remote Work Opportunities
- Hybrid Work Opportunities
Office Life and Perks
- Casual Dress
- Pet-friendly Office
- Snacks
- Some Meals Provided
- On-Site Cafeteria
Vacation and Time Off
- Paid Vacation
- Unlimited Paid Time Off
- Paid Holidays
- Personal/Sick Days
- Sabbatical
- Volunteer Time Off
Financial and Retirement
- 401(K)
- Company Equity
- Performance Bonus
Professional Development
- Work Visa Sponsorship
- Associate or Rotational Training Program
- Promote From Within
- Mentor Program
- Access to Online Courses
Diversity and Inclusion
- Employee Resource Groups (ERG)
- Diversity, Equity, and Inclusion Program