Merchant Experience Program Lead, APAC

About the Role

As the Merchant Experience Program Lead for APAC, you'll drive key initiatives to enhance the overall Merchant Experience across Restaurants, Direct and Retail across our major APAC markets.

This role will be based in ANZ and report into the APAC Restaurants and Direct Lead, while working closely with regional stakeholders across the broader APAC network.

Sitting at the intersection of Commercial, Operations, and CommOps, this role acts as the vital link that brings alignment, visibility, and momentum to merchant-focused initiatives. You'll be responsible for executing key programs, embedding CommOps into commercial ways of working, and ensuring that our support operations evolve in line with merchant needs across the Restaurant, Direct, and Retail LOBs.

Your Impact in Role

• Execute the Merchant Experience Uplift Program across APAC:Lead end-to-end delivery of initiatives designed to enhance the merchant experience, ensuring alignment and visibility across ANZ, Japan and Taiwan, while working with other mega-regional teams to align on consistency of execution where relevant.
• Drive Go-to-Market for new solutions:Partner with regional stakeholders to operationalise new CommOps capabilities that improve merchant satisfaction, support responsiveness, and delivery quality.
• Bridge Commercial and CommOps:Serve as the conduit between commercial, operational, and support teams - fostering collaboration, securing buy-in, and ensuring CommOps priorities are embedded in broader business plans.
• Embed CommOps into Commercial Conversations:Work closely with commercial and account management teams to integrate support levers and data into merchant-facing discussions - positioning CommOps as a value driver in retention, upsell, and negotiation
• Balance Regional Priorities:Manage time and focus across multiple APAC markets, adapting to market nuances, evolving needs and ensuring strong execution through close collaboration with local CommOps and Commercial teams.

The Experience You'll Bring

• Commercial Mindset:
  
  Strong understanding of merchant or partner dynamics, ideally with experience in sales, account management, or commercial operations. Able to connect operational initiatives to commercial impact.
• Program Management Skills:
  
  Proven ability to lead cross-functional programs in a fast-paced environment, managing multiple priorities with high ownership.
• Stakeholder Management:
  
  Skilled at influencing and aligning diverse teams, from commercial to operations, to deliver shared goals.
• Operational Understanding:
  
  Knowledge of support operations and experience working with or alongside CommOps functions
• Analytical Capability:Confident working with data to identify insights, drive recommendations, and measure impact.
• Cross-Market Agility:Flexibility in balancing priorities and working across multiple geographies and business contexts while maintaining regional consistency.

Preferred Qualifications:

• Language Skills: Additional APAC languages (e.g., Japanese or Mandarin) to better support cross-market collaboration
• APAC Regional Experience: Prior experience operating across multiple APAC markets, with an understanding of cultural nuances, commercial maturity, and operational landscapes

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.

Client-provided location(s): Sydney, Australia

Job ID: Uber-151220

Employment Type: FULL_TIME

Posted: 2025-11-21T00:30:20