Program Leader, Global Merchant Support Experience

About the Team

The Global Merchant CX Team’s purpose is to design the ultimate B2B support network for Uber’s merchants. We operate via four end-to-end experience owners (Live, Sensitive, Non-Live, and Commercial) who drive strategy for their areas, supported by two transversal teams that keep policy, planning, and P&L impact harmonized. Together, we ensure every merchant gets a single, consistent, and frictionless Uber experience across every channel and region.

About the Role

Uber is looking for a Program Leader to help us reimagine merchant support.

As a Program Leader within a core Support Experience Pillar (Live, Non-Live, or Sensitive), you will be at the forefront of reinventing B2B support for Uber’s global merchant network. You will identify and lead high-impact opportunities end to end within your pillar — from understanding merchant pain points and diagnosing root causes, through shaping solutions, aligning cross-functional teams, and driving measurable improvements in the customer experience.

Your focus will be on improving the merchant experience across effort, sentiment, and outcome, while using customer and operational insights to influence the business upstream. You will turn recurring friction and support defects into actionable insights for Product, Tech, Policy, Risk, and Operations, helping shape product and process design to eliminate defects at the source and prevent unnecessary contacts.

This role offers high-visibility cross-functional exposure across Product, Tech, and Operations. You will operate within the broader strategy of your Support Experience Pillar, partnering closely with senior pillar leadership and other Program Leaders to ensure opportunities are prioritized, connected, and solved systematically rather than in isolation.

What You’ll Do

• Lead Opportunities End to End: Identify, scope, and lead high-impact merchant experience opportunities within your designated Support Pillar. Take problems from discovery and root-cause analysis through solution design, execution, measurement, and iteration, bringing together the right cross-functional partners to deliver outcomes.
• Drive Customer Experience Outcomes: Be accountable for measurable improvements in merchant experience across effort, sentiment, and outcome. Define success metrics for each program and use measures such as Time to Resolve (TTR), Initial Contact Resolution (ICR), iCSAT, 1★ CSAT, and NPS to understand whether interventions are meaningfully improving the customer journey.
• Eliminate Defects at the Source: Go beyond optimizing support interactions to understand why merchants experience friction in the first place. Identify systemic defects across Product, Tech, Policy, Risk, and Operations, and translate those insights into upstream requirements and prioritized opportunities that reduce avoidable contacts.
• Turn Customer Insights into Business Action: Build a deep understanding of merchant pain points by combining qualitative and quantitative signals across support contacts, customer feedback, operational data, and product journeys. Synthesize these insights into clear problem statements, recommendations, and investment cases that help shape product and business decisions.
• Influence Cross-Functional Roadmaps: Partner with Product, Tech, Risk, Operations, and Commercial teams to translate customer problems into solutions and secure alignment on priorities, resources, and delivery. Influence roadmaps through compelling, data-backed narratives rather than relying on direct ownership of functional teams.
• Drive Program Execution: Establish clear goals, milestones, owners, dependencies, and governance for priority opportunities. Maintain momentum across complex, multi-quarter initiatives, proactively identifying risks and removing blockers to ensure agreed outcomes are delivered.
• Strengthen Policy and Experience Design: Identify where policy, process, or experience design creates unnecessary merchant effort or inconsistent outcomes. Partner with pillar leadership and Policy teams to recommend simplification and standardization, while accounting for critical market and business differences.
• Shape Scalable Channel and Automation Solutions: Partner with channel, Product, and Tech teams to ensure opportunities are solved through the right combination of assisted, self-serve, and automated experiences. Help create a simpler foundation for AI-led support, including solutions such as Voice AI and AI Assistants.
• Connect Insights Across the Pillar: Share learnings, patterns, and root causes across adjacent programs and teams so that individual opportunities contribute to a broader reduction in merchant friction. Help identify where multiple issues point to a common systemic problem requiring a broader product, policy, or business intervention.

Basic Qualifications

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

Preferred Qualifications

• 8+ years of experience in Customer Experience, Strategy, Operations, Product Management, Program Management, or related fields.
• B2B / Merchant Expertise: Deep understanding of B2B support dynamics and the merchant lifecycle, capable of empathizing with diverse merchant personas.
• Stakeholder Management: Exceptional ability to navigate highly matrixed environments, influencing Product, Tech, and Regional leaders without direct authority.
• Strategic Vision & Execution: Ability to balance the need for global standardization with necessary local nuances, translating high-level strategy into tangible operational network realities.
• AI / Automation Acumen: Familiarity with integrating AI/automation into customer journeys seamlessly, maintaining a consistent Uber tone of voice across human, automated, and self-help channels.
• Resilience & Adaptability: Ability to navigate complex transitions and maintain business continuity for P0 projects while building out new long-term team charters.
• Track record of leveraging data-backed insights to drive large-scale defect reduction and continuous improvement initiatives.

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 City, 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 Sunnyvale, 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.