Merchant Operations Manager, Communications & Engagement

#GreatMindsDon'tThinkAlikeAt Uber, we take pride in our diversity and working environment that sees you as more than just a person that can do the job, but a unique individual that can level up our organisation with a perspective only you can offer. Uber provides a truly open culture that encourages all to voice their thoughts.

About the Role

As the Merchant Operations Manager, Communications & Engagement, you will play a key role in leading a team to deliver high-quality and effective communications to over 80k merchant partners across Taiwan. You will help ensure a seamless and consistent merchant experience, with a focus on communication excellence and engagement at scale. Your primary mission is to manage and optimize communication and engagement initiatives that support our merchant partners.

Your Impact in Role

1. B2B Communication Strategy Development

- Manage the development and execution of merchant communication plans, ensuring alignment with business objectives and resonance with merchant partners.
- Monitor communication channel performance and cost efficiency, providing regular reporting and supporting optimization efforts.
- Partner with the team to ensure communication content (e.g., copy, visuals, formats) is engaging, effective, and aligned with brand guidelines.

2. Merchant Engagement & Partnerships

- Own the planning and work with the team on execution of merchant engagement initiatives, including online and offline events, to strengthen relationships and enhance brand presence.
- Coordinate with external hardware stakeholders to ensure smooth operations and a seamless merchant experience.
- Manage industry partnerships to deliver additional value and benefits to merchant partners.

3.Cross-Functional Collaboration

- Collaborate closely with cross-functional teams (Operations, Commercial, PR, Legal, Marketing, etc.) to ensure alignment, information accuracy, and successful execution of initiatives.

4. Innovation and Creative Ideas

- Stay informed on market trends and identify opportunities to improve communication and engagement strategies.
- Propose and support new ideas and initiatives to enhance the overall merchant experience.

5. Team Management

- Lead and coach a team of two, ensuring clear prioritization, high-quality delivery, and team development.

The Experience You'll Bring

Basic Qualifications

1. Experience & Industry Knowledge: Minimum of 3 years of experience in communications, public relations, marketing, program management, or operations. Experience in eCommerce, technology platforms, or merchant-facing roles is preferred.
2. Communication & Content Excellence: Strong written and verbal communication skills, with the ability to craft clear, engaging messaging and ensure consistency across multiple communication channels.
3. Project Management & Execution: Proven ability to manage multiple initiatives simultaneously, with strong attention to detail and a track record of delivering high-quality work in a fast-paced environment.
4. Stakeholder Management & Collaboration: Experience working cross-functionally and coordinating with multiple stakeholders to drive alignment and ensure smooth execution of initiatives.
5. Language Skills: You must be fluent in Mandarin and English (reading, writing, and speaking).

Preferred Qualifications

1. Experience & Industry Knowledge: Prior experience in the food and beverage industry, preferably with merchant-facing experience or can demonstrate an understanding of merchant sentiments and needs.

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.