Strategic Program Lead, Merchant Experience

Uber; Sunnyvale (CA); On-site; USD 162,000 - 180,000; Full time

Benefits offered by this job

401(k) plan

Bonus program

Equity award

Benefits

Job summary

Uber is seeking a Program Leader to help reimagine merchant support within the Global Merchant CX Team. You will lead end-to-end opportunities across a pillar, partnering with Product, Tech, Policy, Risk, and Operations to diagnose pain points, shape solutions, and drive measurable improvements in merchant experience.

This role emphasizes cross-functional influence, data-driven decisions, and scalable channel and automation solutions, including AI-led support.

Qualifications

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

Responsibilities

• Lead Opportunities End to End: Identify, scope, and lead high-impact merchant experience opportunities within your designated Support Pillar.
• Drive Customer Experience Outcomes: Define success metrics like TTR, ICR, iCSAT, 1 CSAT, and NPS to measure impact.
• Eliminate Defects at the Source: Identify systemic defects and translate insights into upstream requirements.
• Turn Customer Insights into Business Action: Synthesize qualitative and quantitative signals into problem statements and investment cases.
• Influence Cross-Functional Roadmaps: Partner with Product, Tech, Risk, Operations, and Commercial teams to align on priorities and delivery.
• Drive Program Execution: Establish goals, milestones, owners, dependencies, and governance for initiatives.
• Strengthen Policy and Experience Design: Identify policy/process friction and recommend simplifications.
• Shape Scalable Channel and Automation Solutions: Ensure opportunities use a mix of assisted, self-serve, and automated experiences.
• Connect Insights Across the Pillar: Share learnings across programs to reduce merchant friction.

Skills

Customer Experience

Program Management

Strategy

Operations

Product Management

AI / Automation

Education

Bachelor's Degree

Job description

Uber is seeking a Program Leader to help reimagine merchant support within the Global Merchant CX Team. You will lead end-to-end opportunities across a pillar, partnering with Product, Tech, Policy, Risk, and Operations to diagnose pain points, shape solutions, and drive measurable improvements in merchant experience.

This role emphasizes cross-functional influence, data-driven decisions, and scalable channel and automation solutions, including AI-led support.