Sr Program Manager, Delivery (Retail) - EMEA CommOps

About the Role

Uber's vision is to become the most reliable on-demand platform for getting anything, anytime. By partnering with supermarkets, convenience stores, pharmacies, and other retail sectors, the Retail teams help accelerate their growth by transforming the delivery experience through cutting-edge technological solutions. Leveraging the Uber Eats platform, we aim to make on-demand delivery both fast and reliable, delivering anything within 30 minutes.

The Community Operations (CommOps) team is dedicated to delivering outstanding customer support while scaling to meet the rapid growth of our Retail business. As a Sr. Program Manager, Merchant Experience (Retail), you will design, implement, and optimize support processes that empower merchants on key aspects of their journey (onboarding, catalog support, ...). You will also act as a key partner to EMEA business teams, leading initiatives that support Account Managers with strategic needs such as merchant churn prevention, proactive education, and escalation management.

In this role, you'll work closely with local, regional, and global stakeholders - including Account Managers, Operations, Vendor Managers, and EMEA CommOps - to deliver tailored customer experiences for Retail merchants, with the potential to scale across EMEA.

What will you do

1. Design, deploy, and maintain complex cross-functional initiatives that impact key moments of the merchant journey, including onboarding, catalog, proactive education, and churn prevention, in close collaboration with Account Managers (AMs), Vendor Managers, and CommOps teams.
2. Leverage data and insights to influence priorities and drive alignment across stakeholders, delivering high-quality experience for your merchants and strategic value for AMs.
3. Continuously monitor and improve existing initiatives by tracking performance, identifying challenges, and uncovering opportunities to elevate efficiency, quality, and impact at scale.
4. Leverage best practices and help standardize support processes across markets in EMEA (policies, content, agent performance, training).
5. Be the internal voice of the Merchant, aiming to continuously improve their experience, with a constant focus on operational excellence.

1. Minimum 5 years of experience in project/program management areas, handling cross-functional projects, with a proven ability to solve complex problems and deliver impact.
2. Genuine passion for our users and the need to advocate for their experience, uncovering data to advise customer-oriented decisions.
3. Excellent stakeholder management skills, influencing and encouraging results in areas that aren't in your immediate responsibility, and driving consensus to achieve shared goals.
4. Outstanding organizational skills; effectively prioritizing, scoping, and delivering high-quality work/outputs.
5. Self-driven, creative, and comfortable working with remote teams across different time zones
6. Strong data-driven and analytical approach, being able to look into data and ask the right questions to get practical outcomes, to later explain data in a digestible way.
7. Excellent English interpersonal skills, both written and in-person communication, and ability to craft clear, compelling, and data-backed narratives for diverse audiences and senior stakeholders.

1. Other languages can be a plus
2. Prior experience with food or grocery delivery support operations
3. SQL knowledge or other technical analytics skills