Senior Program Manager - Strategic Merchant Projects

About The Role
In this role, within the US and Canada Community Operations Delivery Team, you will bring to fruition a high priority strategic project to drive meaningful impact on Uber's Merchants for Online Food Delivery, Grocery and Retail Stores lines of business.
The role will complete projects associated with the large workstream knows as YUMS (Year of Uber Eats & Merchant Support)--a cross-functional global initiative focused on improving the merchant experience by rebuilding trust, increasing access, and driving faster, more efficient resolution.
What the Candidate Will Do

• Project Launch & Execution: Drive the implementation of YUMS initiatives within the US&C
• Cross-Functional Coordination: Partner with Merchant Ops, Territory Ops, Account Management, Product, and CO teams to align on goals, launch plans, and operational handoffs.
• Program Enablement: Support the YUMS senior program team in translating global priorities into localized execution plans and pilots.
• Performance Tracking: Define KPIs and success metrics for each launch, partner with Analytics & Insights to measure impact, and communicate progress to leadership.
• Process Improvement: Identify opportunities to streamline merchant support workflows and recommend scalable solutions based on pilot learnings.
• Communications: Prepare materials for leadership updates, working group meetings, and US&C cross-functional briefings.
• Metrics & Accountability: Partner with Analytics & Insights to maintain the weekly scorecards, ensuring data accuracy and integrity
• Analysis: Conduct analysis to identify and understand trends, anomalies, noise, and spikes
  

Basic Qualifications

• 4+ years of experience in project/program management OR Strategy & Planning OR consulting, preferably in a customer support organization
• Minimum 5 years of professional work experience
• Bachelor's Degree, preferably in a STEM field or business
  

Preferred Qualifications

• Strong project management skills with demonstrated experience with large projects
• Experience working in a matrix corporate environment
• Ability to work extended hours to accommodate global time zones, as needed
• Advanced skills with Excel / Google Sheets
• Proficient SQL
• Excellent written and verbal communication skills; comfortable working with senior stakeholders
• Experience leading large, cross functional, data driven projects
• Advanced degree (MBA, MS)
• Passion for creating user experiences through process and products
• Experience with quantitative data analysis to provide deep measurable insights
• Strong collaboration and stakeholder management skills - building deep, trust-based relationships with teams and cross-functional partners
• Strong business judgment and critical thinking skills with the ability to use data to make decisions quickly
• Experience building efficient processes that scale across a large organization
• Self-motivated with a strong affinity for strategic problem solving and driving action
• Prior experience in Uber's OFD, Direct, or Retail teams
• Prior experience in Uber's CommOps teams
  

For Chicago, IL-based roles: The base salary range for this role is USD$116,000 per year - USD$128,500 per year. For New York, NY-based roles: The base salary range for this role is USD$129,000 per year - USD$143,000 per year. For San Francisco, CA-based roles: The base salary range for this role is USD$129,000 per year - USD$143,000 per year. For Washington, DC-based roles: The base salary range for this role is USD$129,000 per year - USD$143,000 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. You will also be eligible for various benefits. More details can be found at the following link https://www.uber.com/careers/benefits., For Chicago, IL-based roles: The base salary range for this role is USD$116,000 per year - USD$128,500 per year. For New York, NY-based roles: The base salary range for this role is USD$129,000 per year - USD$143,000 per year. For San Francisco, CA-based roles: The base salary range for this role is USD$129,000 per year - USD$143,000 per year. For Washington, DC-based roles: The base salary range for this role is USD$129,000 per year - USD$143,000 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. You will also be eligible for various benefits. More details can be found at the following link https://www.uber.com/careers/benefits.