About the Role
As a Senior Merchant Operations Manager, you will play a pivotal role in ensuring and elevating merchant quality standards across our EMEA Grocery & Retail selection. You will champion the merchant experience by proactively identifying opportunities to enhance operational effectiveness and merchant satisfaction, ensuring our merchant partners deliver exceptional experiences for customers and couriers. Balancing these priorities with strategic business objectives such as growth and profitability, you will collaborate closely with local market and global teams to lead initiatives and execute operational improvements, enabling sustainable scaling of our merchant operations as our business expands.
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What You Will Do
- Merchant Quality: Create and implement clear, data-driven frameworks and processes to define, measure, and improve merchant operational quality. You will lead structured initiatives to ensure merchants consistently deliver excellent experiences to customers and couriers, driving targeted operational enhancements and maximizing adoption of merchant products, tools and best practices
- Merchant Experience & Chargeback Optimization: Optimize merchant refund and chargeback policies/processes, ensuring fair and transparent recovery of costs related to order issues, while balancing merchant experience with strategic business needs
- Merchant Product Expertise & Best Practices: Become a subject matter expert in our Grocery & Retail merchant product suite (including Uber Eats Manager, Uber Eats Orders, Uber Inventory & Catalog platforms, and additional internal tools), assessing suitability for various merchant archetypes, identifying gaps, and collaborating with Operations and Product teams to disseminate best practices for optimal merchant effectiveness
What You Will Need
- 5+ years of professional work experience in a related field (consulting, business operations, tech, analytics, banking, etc.)
- Project/Program Management: Demonstrated ability to work closely with cross-functional teams, plan and prioritize work streams across multiple projects, and complete tasks with a high attention to detail
- Problem Solving: Ability to break down ambiguous problems by applying structure and using data-driven insights to solve them
- Analytical Mindset: Experience working with complex datasets using SQL, Excel/Google Sheets (or equivalent tools) to derive insights, validate real-world observations, and synthesize recommendations
- Scaling Operational Processes: Experience designing, executing and scaling complex operational processes
- External Partner/Client/Account management: Experience working with external partners is a plus, as you will closely partner with and enable Commercial teams to ensure merchant partners succeed on our platform
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.