Head of Merchant Support Operations - United States & Canada

Uber • San Francisco, CA • 4h ago

About the Role

The US&C Delivery CommOps organization is responsible for supporting Uber Merchants, Couriers, and Consumers across a vast international network, leveraging both onshore and offshore teams. We provide support through multiple channels, including phone, chat, email, automation, and GenAI, ensuring a seamless and efficient experience. We are seeking a highly motivated and experienced leader to join our dynamic, fast-paced team. This individual will play a pivotal role in defining, shaping, and executing the support strategy for US&C merchants, driving operational excellence and enhancing the overall merchant experience.

This role will allow you to drive large-scale impact and work alongside numerous stakeholders. You will leverage project management methodologies to manage projects and programs throughout the merchant lifecycle, lead cross-functional collaboration, and be an expert on merchant policy and experience. You will lead a team of Program Managers to deliver merchant experience improvements that enhance support operations and support the business in hitting strategic goals. This role is for a strategic thinker who is customer-obsessed, can work cross-functionally, is comfortable navigating ambiguity, and can create and execute a roadmap for success. You'll strongly advocate for the broader merchant experience, ensuring the user experience remains a priority. Additionally, you'll build strong partnerships with internal teams such as CommOps, Operations, Tech, and other key stakeholders will be essential.

What the Candidate Will Do

Lead the development of the vision, roadmap, and support strategy for Merchant Support in the US & Canada across our channels, policies, and support operations.

Partner with cross-functional teams to influence key metrics, serving as a functional expert across merchant support operations.

Measure and evaluate processes and drive continuous process improvement with an eye to customer satisfaction

Be comfortable with ambiguity, lead through influence, and partner with CommOps teams and business stakeholders to drive decisions and projects to completion

Represent the team's work with global, regional, and cross-functional stakeholders while managing the expectations of senior leadership

Ensure people, processes, and technology work together to deliver outstanding customer experiences and rebuild trust with our customers

Facilitate planning, including headcount plans, support product & tech roadmaps, and critical decision & enablement timelines

Identify opportunities for team development and leverage individual strengths to build a high-performing team.

Basic Qualifications

Minimum 8+ years of experience in strategy, planning, operations, program management, or consulting

Track record of successful people management. Excited about guiding and developing teams to perform while creating a positive work environment.

Track record of building and continuously improving processes and programs supporting multiple stakeholders with often conflicting priorities

High business acumen and ability to lead decision-making across multiple stakeholder groups

Exceptional written, verbal, and visual communication skills

Experience working with ambiguity in a fast-paced environment

Ability to derive insights from data and use data to inform decisions

Bachelor's degree or equivalent work experience

Preferred Qualifications

Deep experience and expertise in developing strategies and roadmaps for scaling support operations

Demonstrated ability to thrive in a fast-paced environment, bringing structure to new problems and concepts

Ability to drive consensus and actionable results across highly cross-functional teams

Knowledge of Uber customer support operations

Experience working with large and distributed global teams

Experience leading multiple cross-functional initiatives

Data-driven mentality and strong business judgment. Able to analyze the data, pull key insights, and tell a compelling story

Resilient, positive, and deeply customer-focused.

Love learning how things work and you're always looking for innovative solutions. Enjoy testing different strategies and tracking the results.

For Chicago, IL-based roles: The base salary range for this role is USD$183,000 per year - USD$203,000 per year. For New York, NY-based roles: The base salary range for this role is USD$203,000 per year - USD$225,500 per year. For San Francisco, CA-based roles: The base salary range for this role is USD$203,000 per year - USD$225,500 per year. For Washington, DC-based roles: The base salary range for this role is USD$203,000 per year - USD$225,500 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 is proud to be an Equal Opportunity/Affirmative Action 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- https://docs.google.com/forms/d/e/1FAIpQLSdb_Y9Bv8-lWDMbpidF2GKXsxzNh11wUUVS7fM1znOfEJsVeA/viewform

Uber

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