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As the Merchant Experience & Fulfillment Operations Manager, you will be responsible for driving the strategic growth and scaling of Uber Direct by enhancing the end-to-end merchant experience through product and operational levers. Reporting to the Merchant Operations Lead, this role focuses on building a robust OKR framework, aligning execution with merchant expansion goals, and ensuring seamless delivery across onboarding, product adoption, and billing processes.
Your scope includes scaling channel partnerships, managing the merchant product portfolio, improving product discovery and adoption (dashboard and API), and optimizing onboarding and billing operations to deliver a best-in-class merchant experience.
Channel Partner & SMB Scaling
Roll out and manage the channel partner program to expand Direct's reach
Drive adoption of onboarding solutions (e.g., self-service onboarding)
Improve merchant awareness, activation, and engagement with self-service tools
Merchant Product Management
Lead product discovery efforts and define support models for Uber Direct merchants
Manage and prioritize the merchant product portfolio roadmap
Optimize financial workflows including pricing, invoicing, and refund mechanisms
Merchant Experience
Enhance the Direct merchant dashboard experience and increase API adoption
Design and implement scalable self-service support solutions
Partner with marketing to drive product awareness and feature adoption
Onboarding & Billing Operations
Own the end-to-end onboarding journey from contract signing to first transaction
Establish and standardize onboarding and configuration runbooks
Optimize billing processes including invoicing accuracy, refunds, and monthly reconciliation
Minimum 3 years of experience in strategy & operations, product management, project management, consulting, or a related field
Strong analytical skills with the ability to translate data into actionable business insights
Excellent communication skills with the ability to present complex topics to senior stakeholders
Proven stakeholder management experience across cross-functional teams
Demonstrated ability to drive initiatives from ideation to execution in fast-paced environments
Fluency in English and Mandarin (written and verbal)
Entrepreneurial mindset with a bias for action and comfort operating in ambiguity
Track record of proposing and executing innovative solutions to complex operational or product challenges
Strong ownership mentality with willingness to take calculated risks to drive impact
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 fuelds progress. What moves us, moves the world - let's move it 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 .
We are Uber. The go-getters. The kind of people who are relentless about our mission to help people go anywhere and get anything and earn their way. Movement is what we power. It’s our lifeblood. It runs through our veins. It’s what gets us out of bed each morning. It pushes us to constantly reimagine how we can move better. For you. For all the places you want to go. For all the things you want to get. For all the ways you want to earn. Across the entire world. In real time. At the incredible speed of now.
The idea for Uber was born on a snowy night in Paris in 2008, and ever since then our DNA of reimagination and reinvention carries on. We’ve grown into a global platform powering flexible earnings and the movement of people and things in ever expanding ways. We’ve gone from connecting rides on 4 wheels to 2 wheels to 18-wheel freight deliveries. From takeout meals to daily essentials to prescription drugs to just about anything you need at any time and earning your way. From drivers with background checks to real-time verification, safety is a top priority every single day. At Uber, the pursuit of reimagination is never finished, never stops, and is always just beginning.
Job ID: 145544563
