Program Leader, Customer Experience - Delivery (Restaurant) EMEA CommOps

About the Role

The Merchant Experience team is transversal to all Uber Eats markets in EMEA. Our mission is to shape customer-centric experiences that foster merchants' loyalty and sustainable growth.

To achieve this, we're looking for a Program Leader capable of developing a deep understanding of our merchant. He or she will use this understanding to engage the broader Uber organization to enable merchant-centric process & product design, customer-first decision-making, relevant content, and, overall, a more customer-centric culture at Uber within EMEA. The role involves leading a team of Program Managers, and you'll work closely with local, regional, and global stakeholders - including Account Managers, Operations, Product, Vendor Managers, and EMEA CommOps - to deliver tailored customer experiences for merchants, with the potential to scale across EMEA. You will be an advocate for our customers, and your leadership will instill inspiration and confidence in key stakeholders in building a successful advantage by growing and strengthening our customer focus.

This role will require:

(1) an outstanding customer-centric mentality, and

(2) a proven record of working on large-scale transformational programs.

What you'll do

1. Drive thought leadership on all aspects of the merchant support experience, setting the vision for how we engage and serve our Managed Merchants across product, process, and policy.
2. Design and launch (global & EMEA) program (s) for high-value Managed Merchants that foster long-term partnerships through exceptional service, strategic solutions, and proactive support relationship management.
3. Contribute to accelerating retention and growth by creating a differentiated support model that enhances satisfaction, loyalty, and overall business impact of our merchants.
4. Translate insights into action by converting findings into clear, practical plans that cross-functional teams can apply to improve customer interactions across Tech and Support.
5. Advocate passionately for merchants, identifying and helping to resolve the challenges they experience throughout their journey.
6. Define and refine our content strategy and Tone of Voice to ensure every interaction brings the merchant value proposition to life.
7. Champion the voice of the Merchant internally, driving continuous experience improvements and operational excellence across all touchpoints.
8. Recruit, manage, coach, and take a deep interest in the career development of the members of your team

1. Deep empathy for merchants, with the ability to be an exceptional advocate for Uber's users, and a passion for creating outstanding support experiences.
2. Proven change management experience, having successfully led large-scale transformational initiatives that deliver measurable impact.
3. Strong analytical and data-driven mindset, with the ability to interpret complex data, ask the right questions, and communicate insights clearly and effectively.
4. Experience with people management, passionate about guiding and developing teams to perform at the highest levels while maintaining an enjoyable and passionate atmosphere.
5. Exceptional organizational and execution skills, with a demonstrated ability to prioritize, scope, and deliver high-quality work in dynamic environments.
6. Self-driven and creative approach, thriving in cross-functional, remote teams across multiple time zones.
7. Excellent communication and storytelling ability, capable of tailoring messages to different audiences - from merchants to senior leadership - and influencing through clear, persuasive presentations.
8. Composure under pressure, maintaining integrity, focus, and follow-through in fast-paced or ambiguous situations.
9. Natural curiosity and an innovative mindset, constantly seeking new ways to improve experiences and test creative strategies.

1. Fluency in English; proficiency in an additional language is a strong plus.
2. Prior experience with B2B delivery support operations or commercial roles
3. SQL knowledge or other technical analytics skills