Associate Program Manager

At Uber, delivering an exceptional merchant experience is central to our success. As an Associate Program Manager - Merchant Experience , you will play a key role in strengthening the merchant journey across its lifecycle. The focus of this role is on driving tangible improvements, reducing defects, and addressing critical pain points while also unlocking new opportunities to enhance how our partners engage with Uber. You will collaborate closely with cross-functional teams to identify and resolve issues, streamline processes, and build scalable solutions that improve trust and satisfaction for our merchant partners. This is a unique opportunity to grow in a dynamic, fast-paced environment and help shape the future of how Uber partners with merchants.

• Identify and Reduce Defects: Spot opportunities to reduce defects within the merchant journey, with a focus on critical areas such as cancellations, chargebacks, and other high-impact pain points. Collaborate with cross-functional teams to address issues that affect not only merchants but also other marketplace stakeholders.
• Enhance the End-to-End Merchant Experience: Analyze the merchant lifecycle to uncover gaps and design tangible improvements that strengthen trust, reduce friction, and improve long-term satisfaction.
• Engage in Lifecycle Programs: Partner with key stakeholders to design and execute scalable programs that enhance the merchant experience throughout their lifecycle.
• Execute Customer Experience Strategy: Support the execution of CX strategies that align with business objectives, driving loyalty, satisfaction, and growth. Ensure alignment between regional and global teams to deliver high-quality, consistent experiences at scale.
• Foster Cross-Functional Collaboration: Build strong partnerships with Ops, Product, Tech, Business, and Global teams. Act as a connector across functions to ensure seamless execution and alignment on merchant-first priorities.
• Champion Customer-Centricity: Advocate for the merchant perspective in strategic discussions, ensuring that partner needs, feedback, and insights remain central to decision-making. Drive VOC and merchant engagement at its core.
• Leverage Data & Insights: Use analytics to assess program impact, monitor operational performance, and identify opportunities for improvement. Translate insights into actionable recommendations that drive better outcomes for merchants and the business.
• Monitor & Report on Performance: Track progress against KPIs and business objectives, communicating updates, challenges, and opportunities. Proactively recommend course corrections to keep initiatives on track.
• Align Global & Regional Efforts: Ensure global strategies are localized effectively while maintaining consistency. Partner with global teams to scale impactful initiatives across regions.

• Program Management Expertise: 3+ years of experience with complex, cross-functional programs with a proven record of flawless execution and measurable business impact.
• Operational Acumen: Demonstrated ability to streamline operations, set high-performance standards, and manage intricate workflows with efficiency.
• Problem-Solving: Strong analytical and structured thinking skills, adept at navigating ambiguity, uncovering root causes, and driving pragmatic solutions.
• Communication: Exceptional communicator with the ability to adapt messaging across audiences—from team updates to senior-level cross-functional discussions.
• Customer Centricity: Deep empathy for users and a passion for designing and delivering best-in-class customer and merchant experiences.
• Agility & Resilience: Thrives under pressure with integrity, composure, and strong follow-through; adapts quickly to dynamic environments while setting the pace for others.
• Curiosity & Innovation: Naturally inquisitive, always seeking to understand how things work and continuously pursuing creative, scalable improvements.
• Data Literacy: Skilled at interpreting data and connecting process insights to inform strategies and decisions.
• Stakeholder Management: Proven ability to influence, align, and collaborate with cross-functional teams and senior leaders, balancing diverse perspectives to deliver service excellence.

• Experience in Tech or High-Growth Environments: Background in fast-paced tech companies where customer-centricity, operational excellence, and agility are critical. Experience navigating complex organizational structures and delivering results at scale.
• SQL & Data Literacy: Working knowledge of SQL and data analysis tools to independently query, analyze, and visualize customer data. Ability to partner effectively with Data/BI teams to inform decision-making and uncover insights.
• Agile Management: Solid understanding of Agile principles and experience working within Agile or hybrid environments. Comfortable collaborating with Product and Engineering teams using frameworks like Scrum or SAFe.
• Global or Cross-Cultural Team Management: Experience working in or leading teams across different cultures, time zones, and business contexts. Sensitivity to cultural nuances and the ability to adapt communication and leadership style accordingly.

• Mid-Senior level

• Full-time

• Project Management and Information Technology

• Internet Marketplace Platforms