Global Merchant Experience Program Lead

Uber; San Francisco (CA); Hybrid; USD 146,000 - 180,000; Full time

Benefits offered by this job

401(k) plan

Bonus program

Equity

Job summary

Uber seeks a Program Leader to reimagine merchant support within the Global Merchant CX Team. You will identify end-to-end opportunities, align cross-functional partners, and drive measurable improvements in merchant experience across effort, sentiment, and outcome.

You will synthesize merchant pain points with data to shape product and policy, influence roadmaps, and deliver scalable, AI-enabled solutions while maintaining Uber’s tone across channels.

Qualifications

• 5+ years of experience in Customer Experience, Strategy, Operations, Program Management, or related fields.
• Bachelor's Degree required.

Responsibilities

• Lead Opportunities End to End: identify, scope, and lead high‑impact merchant experience opportunities.
• Drive Customer Experience Outcomes: define success metrics and measure improvements (TTR, ICR, iCSAT, CSAT, NPS).
• Eliminate Defects at the Source: uncover systemic defects and translate insights into upstream requirements.
• Turn Customer Insights into Business Action: synthesize insights into problem statements and recommendations for product and policy.
• Influence Cross-Functional Roadmaps: partner with Product, Tech, Risk, Operations, and Commercial to align on priorities.
• Drive Program Execution: set goals, milestones, ownership, dependencies and governance for initiatives.
• Strengthen Policy and Experience Design: simplify policy/process to reduce merchant effort and standardize outcomes.
• Shape Scalable Channel and Automation Solutions: pursue a mix of assisted, self-serve, and AI-enabled experiences.
• Connect Insights Across the Pillar: share learnings to reduce merchant friction across programs.

Skills

Customer Experience

Strategy

Operations

Program Management

Stakeholder Management

AI / Automation

Education

Bachelor's Degree

Job description

Uber seeks a Program Leader to reimagine merchant support within the Global Merchant CX Team. You will identify end-to-end opportunities, align cross-functional partners, and drive measurable improvements in merchant experience across effort, sentiment, and outcome.

You will synthesize merchant pain points with data to shape product and policy, influence roadmaps, and deliver scalable, AI-enabled solutions while maintaining Uber’s tone across channels.