About the Role
At Uber Delivery, merchant experience is at the heart of our support strategy. As the business scales rapidly, ensuring that merchants receive timely, effective, and high-quality support is critical to long-term success. That's where the Merchant Program Manager - Strategic Projects comes in.
This role requires a strong balance of project ownership, analytical thinking, stakeholder engagement, and operational execution. You'll operate as a highly accountable project manager, taking full ownership of strategic initiatives that directly impact the merchant support experience. From defining project scope to execution and optimization, you'll be responsible for driving results that enhance every stage of the merchant lifecycle.
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You will be responsible for driving key support programs and improvements, partnering with stakeholders across Ops, Product, CommOps, BPOs, and CX. The ideal candidate will bring sharp organizational skills, the ability to manage and interpret complex data, and the capability to lead initiatives that directly improve the merchant experience.
What you'll do:
- Lead the execution of strategic projects that impact the merchant support experience-ensuring seamless delivery, from planning to execution to post-launch optimization.
- Act as the point person for the merchant support team, ensuring key initiatives are rolled out efficiently and aligned with broader business goals.
- Navigate complex data sets and generate actionable insights to improve operational performance and customer experience.
- Own the project lifecycle-scoping, prioritization, stakeholder alignment, implementation, tracking, and reporting.
- Collaborate cross-functionally with Ops, Product, CommOps, Learning & Development, and CX to align on goals, timelines, and execution plans.
- Build and maintain robust project documentation, including timelines, action items, risk assessments, and impact tracking.
- Identify pain points in merchant support processes and proactively lead initiatives to drive improvements.
- Establish and maintain communication routines with stakeholders and leadership, clearly surfacing progress, blockers, and impact.
- Support and align BPO teams across LATAM to ensure consistency, efficiency, and high-quality support delivery.
Basic Qualifications
- Proven experience managing complex, cross-functional projects from end-to-end.
- Strong organizational skills with an ability to manage multiple priorities in a fast-paced environment.
- Solid analytical capabilities and experience working with data to inform decisions and measure impact.
- Excellent stakeholder management and communication skills-comfortable working with both internal and external partners at all levels.
- A proactive and structured problem-solver with a strong sense of ownership.
- Comfortable working independently and driving alignment across diverse teams.
- Experience with operational strategy and customer support models, ideally in a tech or high-growth environment.
- Proficiency in English and Spanish and/or Portuguese.
- Advanced Excel/Google Sheets skills
Preferred Qualifications
- Experience in working with BPO, support operations
- SQL proficiency
- Speaks Portuguese (if non Brazilian)
- Speaks Spanish (if Brazilian)
- High growth, technology, strategy consulting, investment banking/private equity background
We welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently. If you have the curiosity, passion, and collaborative spirit, work with us, and let's move the world 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.