Senior Program Manager, Merchant Operations Success
About the Role
At Uber, providing excellent customer support to our users is a core feature of our product experience. For the Uber Eats space, it's imperative that we maintain that level of customer service while scaling to meet the needs of a new and rapidly growing business, whether it be a leading market or a country we are just entering.
As a Program Manager for the Merchant Experience team, you will rethink and scale our support operations across the EMEA market. You will collaborate with various stakeholders across both regional and global teams, working towards shared and regional-specific goals to enhance the quality of Merchant support while balancing costs and ensuring business ROI. This is a unique opportunity to design the future of our operations, drive efficiency, and improve quality across existing and new markets.
What You'll Do
- Drive Operational Excellence Across EMEA Merchant Operations: Support EMEA Merchant Operations with accountability for delivering best-in-class performance across SLA, CSAT, quality, and efficiency metrics, ensuring a consistently high-quality support experience for Merchants
- Own and Execute the EMEA Merchant Operations Strategy & Roadmap: Define the long-term operational roadmap for EMEA, optimizing vendor strategy, regional footprint, capacity planning, and technology efficiency to support sustainable growth and scalability.
- Enhance the Merchant Experience Through Data & Insights: Continuously improve the Merchant journey by leveraging qualitative insights, customer feedback, and deep data analysis to identify pain points, prioritize opportunities, and implement impactful improvements.
- Optimize Support Delivery Through Specialization & Automation: Strategically deploy agent specialization models and intelligent automation to maximize efficiency, elevate customer satisfaction, and drive measurable improvements in operational performance.
- Lead Market Expansion & Integration Initiatives: Own the operational execution of EMEA growth priorities, including new country launches and post-acquisition integrations, ensuring seamless go-to-market readiness and scalable support models.
- Act as a Primary EMEA Operations Point of Contact: Serve as a central operations lead for EMEA Merchant Operations, partnering closely with regional and global stakeholders to intake requests, align priorities, and drive execution of key initiatives.
- Collaborate Cross-Functionally to Deliver Impact: Work hand-in-hand with cross-functional teams, including Vendor Management, Workforce Management, Ops, Product, Tech, Risk, and CommOps to design and implement operational improvements that balance customer experience, efficiency, and business growth objectives.
- Drive Governance, Reporting & Continuous Improvement: Ensure robust reporting, monitoring, and deep dives into metrics that enable data-driven decision-making, proactive performance management, and ongoing process optimization.
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Basic Qualifications
- 5+ years of experience: in Customer Experience, Program Management, Operations, or Support Enablement, preferably in a fast-paced, tech-driven, or complex environment
- Strong working knowledge of support performance metrics: you've used data to guide strategy, prioritize roadmaps, and assess results
- Excellent stakeholder management: you work and communicate effectively with cross-functional teams and senior stakeholders, you have strong leadership skills, and you can navigate complex situations well and make the right decisions
- Strong communicator: with a knack for simplifying complexity and aligning teams toward a common goal
- Team-player: You can work as part of a small, lean team, as a key contributor, and you work well with everyone around you to achieve great results
- Balance of strategic vision and operational rigor: you're equally comfortable with long-term planning and rapid execution
- Bias for action and problem-solving skills: you embrace challenges and take ownership to create solutions, whether they're short-term workarounds or more long-term changes
- Critical thinking: You challenge the status quo, always interrogate the outcomes and ask 'why', 'so what' to understand the root cause or the opportunities a situation may present
- Data-driven and analytical approach: You can look at spreadsheets and know the right questions to ask to get to actionable outcomes, and you know how to explain data in a digestible way
Preferred Qualifications
- Experience with SQL
- Experience leading cross-functional initiatives across EMEA markets, with an understanding of regional variation in support operations, regulation, and customer behavior
- Experience in the service-industry or customer support with an obsession for delivering great customer experiences
- Experience utilizing AI-powered tools and solutions to optimize workflows and improve team performance
- Exposure to workforce management, vendor management, or escalation-type work
- Experience in consumer support operations
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.
Perks and Benefits
Health and Wellness
- Health Insurance
- Health Reimbursement Account
- Dental Insurance
- Vision Insurance
- Life Insurance
- FSA With Employer Contribution
- Fitness Subsidies
- On-Site Gym
- Mental Health Benefits
Parental Benefits
- Fertility Benefits
Work Flexibility
- Flexible Work Hours
- Remote Work Opportunities
- Hybrid Work Opportunities
Office Life and Perks
- Casual Dress
- Pet-friendly Office
- Snacks
- Some Meals Provided
- On-Site Cafeteria
Vacation and Time Off
- Paid Vacation
- Unlimited Paid Time Off
- Paid Holidays
- Personal/Sick Days
- Sabbatical
- Volunteer Time Off
Financial and Retirement
- 401(K)
- Company Equity
- Performance Bonus
Professional Development
- Work Visa Sponsorship
- Associate or Rotational Training Program
- Promote From Within
- Mentor Program
- Access to Online Courses
Diversity and Inclusion
- Employee Resource Groups (ERG)
- Diversity, Equity, and Inclusion Program