Global Merchant Experience Program Lead

Uber; Chicago (IL); On-site; USD 146,000 - 180,000; Full time

Benefits offered by this job

Bonus program

Equity award

401(k) plan

Benefits

In-office time requirements

Job summary

Uber is seeking a Program Leader to reimagine merchant support within a core Support Experience Pillar. You will identify high-impact opportunities end to end, shape solutions, and align cross-functional teams to deliver measurable improvements in merchant experience.

You will drive outcomes across effort, sentiment, and outcome, translate insights into product and policy, influence roadmaps, and advance scalable AI-enabled support.

Qualifications

• Minimum of 5 years of experience in Customer Experience, Strategy, Operations, Program Management, or related fields.
• Bachelor's Degree.
• Experience in B2B/Merchant environments is preferred.

Responsibilities

• Identify, scope, and lead high-impact merchant experience opportunities within your pillar.
• Drive measurable improvements in merchant experience using defined metrics.
• Identify systemic defects and translate insights into upstream requirements.
• Synthesize insights into problem statements, recommendations, and business cases.
• Partner with Product, Tech, Risk, Operations, and Commercial teams to align roadmaps.
• Establish goals, milestones, owners, dependencies, and governance for initiatives.
• Identify policy or experience design improvements to reduce merchant effort.
• Shape scalable channel and automation solutions including AI-led support.
• Share learnings across the pillar to drive broader reductions in friction.

Skills

Customer Experience

Strategy

Operations

Program Management

Stakeholder Management

B2B/Merchant Expertise

Leadership

Education

Bachelor's Degree

Job description

Uber is seeking a Program Leader to reimagine merchant support within a core Support Experience Pillar. You will identify high-impact opportunities end to end, shape solutions, and align cross-functional teams to deliver measurable improvements in merchant experience.

You will drive outcomes across effort, sentiment, and outcome, translate insights into product and policy, influence roadmaps, and advance scalable AI-enabled support.