Merchant Experience Program Leader

Uber; New York (NY); On-site; USD 162,000 - 180,000; Full time

Benefits offered by this job

Bonus program

Equity award

401(k) plan

Job summary

Uber is seeking a Program Leader to reimagine merchant support within its Global Merchant CX Team. You will identify high-impact opportunities end-to-end, shape solutions, align cross-functional teams, and drive measurable improvements in the merchant experience across effort, sentiment, and outcomes.

This role offers cross-functional exposure to Product, Tech, and Operations, and requires strong analytics to reduce merchant friction and inform product and policy decisions.

Qualifications

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

Responsibilities

• Lead Opportunities End to End: scope and lead high-impact merchant experience opportunities from discovery through solution design and delivery.
• Drive Customer Experience Outcomes: define success metrics and measure improvements in merchant experience.
• Eliminate Defects at the Source: identify systemic defects and translate insights into upstream requirements.
• Turn Customer Insights into Business Action: synthesize insights into problem statements, recommendations, and investment cases.
• Influence Cross-Functional Roadmaps: align Product, Tech, Risk, Operations, and Commercial teams on priorities.

Skills

Customer Experience

Strategy

Operations

Program Management

Education

Bachelor's Degree

Job description

Uber is seeking a Program Leader to reimagine merchant support within its Global Merchant CX Team. You will identify high-impact opportunities end-to-end, shape solutions, align cross-functional teams, and drive measurable improvements in the merchant experience across effort, sentiment, and outcomes.

This role offers cross-functional exposure to Product, Tech, and Operations, and requires strong analytics to reduce merchant friction and inform product and policy decisions.