Uber Merchant Experience Program Leader CommOps Uber Eats EMEA 

United States, West Virginia 

672980168

About the role

This role will require (1) an outstanding customer centric mentality, and (2) a proven record to work on large scale transformational programs.

What you'll do

• Drive thought leadership on all things related to the merchant's support experience
• Scaling and improving support in an innovative way at a company that's growing and changing constantly.
• Design a customer-centric strategy & roadmap to drive impact at all levels across the organization
• Develop a deep understanding of the merchant profiles, sentiment & decision making process, through data, customer stories and research.
• Convert findings into clear, practical plans that teams across the organization can apply in order to improve customers interactions with both our Product, and Support.
• Passionately advocate for all merchants in order to help solve the problems they experience.
• Define an approach to adapt our content and Tone of Voice in order to make the merchant value proposition a reality during every interaction.

Basic Qualifications

• Minimum of 7 years' experience in technology, consulting, operations, or similar agile, project-based environments, showing significant impact.
• Incredible compassion and understanding of merchants. You will be an excellent advocate for Uber's users and are passionate about the community experience.
• Passionate about guiding and developing teams to perform at the highest levels while maintaining an enjoyable and passionate atmosphere.
• Change management experience. You have previously led large scale transformational projects.
• A data-driven and analytical approach. You can look at any spreadsheet and know the right questions to ask to get to practical outcomes, and you know how to explain data in a digestible way.
• Communication. You're eloquent and able to strike the perfect tone, whether you're explaining a new policy to merchants, explaining the importance of certain complicated metrics, or addressing to senior leaders. You are able to design impactful presentations and are capable of influence and persuasion.

Preferred Qualifications

• Experience working with remote or international teams
• Calm under pressure. You have excellent organizational skills, integrity, and great follow-through on tasks. You are comfortable working in a fast-paced environment.
• Natural curiosity. You love learning how things work and you're always looking for innovative solutions. You enjoy testing different strategies and tracking the results.

* 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 .