Merchant Operations Manager

About the Role

The Grocery & Retail business in Canada is growing, and we need people like you to help us bring this business to the next level.

As a Merchant Operations Manager, you will work on operational improvements & collaborate with cross-functional stakeholders to help us launch & onboard new partnerships by building scalable processes and in the process identify process/product improvement opportunities.

This role will drive the development of critical merchant and catalog insights, crafting strategies, and scaling the most impactful and innovative business initiatives to grow the Grocery & Retail business. You will work closely with cross-functional counterparts to lead high-impact initiatives while offering ownership and autonomy over your work.

This role requires a strong desire to learn and a willingness to roll up your sleeves to take on complex business challenges that Uber has never faced before.

What You'll Do

• Strategy: Identify bottlenecks in the merchant lifecycle-from lead generation to long-term retention. You will build the operational blueprints that allow Growth Operations team to scale acquisition and Partner Managers to deepen relationships, ensuring our merchant network grows efficiently without sacrificing quality
• Data Analysis: Dive into complex datasets to diagnose why certain merchant cohorts are stalling. You will build dashboards to track Activation Rates, Merchant Lifetime Value (LTV), and Partner NPS. Your analysis will tell the story of where the growth engine is humming and where it's leaking
• Experimentation: Design and run experiments to improve merchant performance. This might involve testing new onboarding flows to see if they increase first-week engagement or trialing different "Partner Management" touchpoints to see which interventions most effectively prevent churn
• Stakeholder Management: Act as the primary bridge between Growth Ops (who drive the volume) and Partner Management (who drive the value). You'll work with Product and Engineering to ensure the tools these teams use are functional, and with Sales to ensure the transition from "Signed" to "Active" is seamless. You are the one driving accountability to ensure no merchant falls through the cracks
• Handle the Big Picture and the Tiny Details: Manage the "Macro" (e.g., "How do we grow our merchant base by 40% this year?") while mastering the "Micro" (e.g., "Why did this specific high-value partner have a failed payout today?"). You'll need to be organized enough to manage long-term strategic initiatives while being agile enough to jump in and solve an immediate partner crisis

• 2+ years of professional work experience in a related field (consulting, operations, strategy, analytics, tech, investment banking)
• Strong Excel/Google Sheets or SQL proficiency
• Bachelor's degree

• Experience with quantitative data analysis, deep measurable insights, modeling, and sophisticated test plan design and analysis
• Strong experience building and executing complex processes
• Experience problem solving and proposing unique solutions to complex issues
• Experience working closely and communicating effectively with a diverse set of stakeholders in a constantly evolving, rapid growth environment with tight deadlines
• Strong communication and presentation skills, including experience presenting data & insights to a sophisticated audience
• Strong collaboration and partner management skills - building deep, trust-based relationships with territory and cross-functional teams
• Unparalleled business judgment and critical thinking skills with the ability to use data to quickly develop strategies and make decisions
• Account management experience is a plus