Operations Manager, Fulfillment & Merchant Experience

About the Role As a key member of our operations team, you will be responsible for optimizing and scaling our Pick & Pack, Shopper Product, and CPP Merchant Operations in Japan. You will work cross-functionally with Sales, Product, Engineering, and Marketplace Operations to drive efficiency, improve fulfillment rates, and enhance the overall experience for merchants and delivery partners. This role requires a strategic mindset, strong analytical capabilities, and operational excellence to ensure seamless execution and continuous improvement.

Your Impact in Role

• Streamline and enhance Pick & Pack operations to reduce trip time and improve fulfillment rates.
• Drive the localization and optimization of shopper product features, influencing product development for Japan.
• Improve merchant onboarding, billing, and invoicing processes to support CPP merchants effectively.
• Build robust quality management systems and educational materials to elevate DP and merchant performance.
• Act as the voice of merchants and DPs to our global product team, ensuring Japan-specific needs are addressed.

Key Responsibilities

Pick & Pack Operations

• Define best practices to optimize picking, packing, and payment time on trips.
• Collaborate with Sales and Merchants to improve in-store flow and catalogue structure for efficiency and quality.
• Implement operational improvements to enhance found/replacement/fulfillment rates.
• Develop and maintain a Quality Management System and training materials to improve fulfillment metrics, defect rates, and utilized minutes per trip.

Shopper Product Operations

• Act as the product champion for shopper product in Japan, working closely with global ops, product, and engineering teams.
• Lead go-to-market (GTM) strategies for new shopper product features in collaboration with Marketplace Ops, Sales, and Merchants.
• Represent the voice of merchants and DPs to influence product development.
• Develop educational materials for DPs, merchants, and Comm Ops teams.

CPP Merchant Operations

• Build and maintain onboarding processes for CPP-specific merchants.
• Define billing and invoicing structures tailored to CPP merchants in Japan.
• Manage execution of monthly invoice issuance and adjustments in collaboration with Sales.
• Define CPP-specific support policies in collaboration with Comm Ops.

The Experience You’ll Bring

• 5+ years of experience in operations, product operations, or related fields.
• Strong analytical and problem-solving skills with a data-driven mindset.
• Experience working cross-functionally with Product, Sales, and Engineering teams.
• Ability to influence and drive initiatives in a fast-paced environment.
• Excellent communication skills in Japanese and English.
• Experience in e-commerce, logistics, or marketplace operations is a plus.

We welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently. If you have the curiosity, passion, and collaborative spirit, work with us, and let’s move the world forward, together.

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.

*Accommodations may be available based on religious and/or medical conditions, or as required by applicable law. To request an accommodation, please reach out to accommodations@uber.com.