Program Leader, Global Merchant Support Operations - Community Operations

About the Role:

We are introducing a new Snr Program Lead role for the Merchant persona within Community Operations. This role is an individual contributor, reporting into the Global Merchant Persona Lead, and will play a critical part in shaping and elevating the end-to-end customer experience for our Merchants globally.

You will partner closely with Tech, a network of regional CommOps POCs, and CommOps functional teams (GDX, GSO, Commercial and Ops teams…) to define the vision and strategy to continually improve the Merchant experience. This role blends strategic thinking, customer empathy, strong analytical and product sensibilities, and the ability to orchestrate alignment across a highly matrixed organization, combining a global approach with local nuances.

The ideal candidate is passionate about providing a stellar customer experience, is highly skilled at strategic thinking and project management, and will rely on thought leadership to influence and drive meaningful results across the organisation.

What You Will Do:

Persona Strategy, PMO, Program & Performance Management

1. Articulate a clear, forward-looking persona strategy for Merchant, aligned with CommOps and company priorities and incorporating all regional needs and inputs
2. Collect and synthesize insights via NPS, and internal metrics
3. Identify key experience gaps, emerging trends, and drivers of customer satisfaction to inform strategy and roadmap decisions
4. Lead global initiatives such as persona segmentation, partnering with Global Central CommOps to ensure segments are actionable, consistent, and embedded in product and operational workflows to enable differentiated support and SLA optimization
5. Supports global Merchant Governance, Merchant tracking, reporting, and performance insights for Merchant persona KPIs, enabling data-driven prioritization and experience improvements

Product & Tech Partnership

1. Collaborate closely with PIR, Product & CO teams on the Merchant persona tech roadmap and priorities, ensuring that the persona strategy and desired end to end experience is reflected in the roadmap
2. Work with PIR on the definition of experience criteria and KPIs for go/no-go decisions, ensuring consistent and high-quality rollouts across markets
3. Share Merchant needs and pain points with the Tech teams and discuss potential solves

Cross-Regional Enablement, Best Practices & Policy Optimisation

1. Build and maintain a global community of Merchant persona POCs, driving best practice sharing and cross-pollination across regions, surfacing common challenges, and aligning regions on consistent approaches
2. Lead policy standardisation and optimisation, identifying policies that require redesign or simplification and coordinating efforts to improve customer outcomes globally. Partner with regions to ensure policy changes are practical, aligned, and grounded in customer and operational reality.

Basic Qualifications:

• Experience with cross-functional leadership: 5+ years of experience managing and influencing stakeholders across diverse functions and regions without direct authority, demonstrating proven ability to lead and align stakeholders across functions, markets, and seniority levels.
• Proficiency in strategic program management: Proven ability to build and execute long-term roadmaps while managing complex global initiatives in a high-stakes environment.
• Analytical & Complex problem solving skills: Strong analytical and critical thinking skills; ability to break down complex problems and propose data-driven solutions, as well as ability to zoom out to define strategy while also diving into data, metrics, and operational inputs.
• Communication and influence: Proficiency in designing impactful presentations and tailoring communication for everyone from operational teams to senior leadership.
• Adaptability and grit: Proven track record of navigating ambiguity and making sound decisions in a fast-moving, matrixed organization.
• Innovative Thinking: Curious and future-oriented; comfortable challenging the status quo and leading with tech-forward thinking, especially in AI

Preferred Qualifications:

• Systems thinking: Ability to connect persona strategy to broader business goals, technical roadmaps, and financial impact.
• Tech-forward mindset: Experience partnering with Product and Tech teams to implement AI-driven solutions or automated support workflows.
• Customer empathy: A deep-seated passion for solving user pain points and building differentiated support experiences for distinct segments, particularly within the B2B/Restaurant space
• Policy optimization: Experience in standardizing or simplifying complex global policies to improve real-world outcomes.

For Chicago, IL-based roles: The base salary range for this role is USD$146,000 per year - USD$162,000 per year.

For New York, NY-based roles: The base salary range for this role is USD$162,000 per year - USD$180,000 per year.

For San Francisco, CA-based roles: The base salary range for this role is USD$162,000 per year - USD$180,000 per year.

For all US locations, you will be eligible to participate in Uber's bonus program, and may be offered an equity award & other types of comp. All full-time employees are eligible to participate in a 401(k) plan. You will also be eligible for various benefits. More details can be found at the following link https://jobs.uber.com/en/benefits.

Uber's mission is to reimagine the way the world moves for the better. Here, bold ideas create real-world impact, challenges drive growth, and speed fuels progress. What moves us, moves the world - let's move it forward, together.

Uber is proud to be an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know by completing this form.

Offices continue to be central to collaboration and Uber's cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role.