Program Manager, Merchant Onboarding

hace 15 horas

Ciudad de México, Ciudad de México Uber A tiempo completo

About The Role
As a Program Manager in the Delivery Commercial Operations (DCO) team, you will oversee and optimize Merchant Onboarding processes to ensure efficiency, consistency, and alignment with organizational objectives. You will be responsible for designing and delivering future-state processes across the end-to-end commercial lifecycle, leveraging industry best practices and external benchmarks. This role plays a pivotal part in driving continuous improvement initiatives, identifying opportunities for enhancement, and implementing scalable solutions across the organization.

The ideal candidate is analytical, detail-oriented, and able to collaborate effectively with cross-functional teams. Strong leadership and influencing skills are required to drive process adoption and operational excellence. Candidates should be passionate about efficiency, continuous improvement, and creating an exceptional experience for both commercial users and customers.

What You'll Do
Future-State Process Design

  • Lead the design, analysis, and documentation of Merchant Onboarding processes to improve efficiency, standardize procedures, and ensure regulatory compliance.

Strategic Alignment & Commercial Focus

  • Ensure all processes align with Delivery's strategic objectives and support the long-term goals of the commercial organization.

Continuous Improvement

  • Identify opportunities to enhance processes, implement best practices, and monitor performance metrics to maintain operational excellence.

Cross-Functional Collaboration

  • Work closely with stakeholders from Commercial teams, Regional SMEs, Finance, Product, and Compliance to understand process requirements, gather feedback, and implement changes effectively.

Change Management

  • Support change management initiatives related to process improvements, including communication, training, and stakeholder engagement.

Performance Monitoring

  • Define key performance indicators (KPIs) and track metrics to monitor process efficiency, identify gaps, and prioritize areas for improvement.

Risk Management

  • Identify potential risks and bottlenecks during design and implementation and develop strategies to minimize disruptions and ensure business continuity.

Technology Integration Support

  • Collaborate with Engineering to leverage technology for process automation, data analysis, and workflow optimization.

What You'll Need
Basic Qualifications

  • At least 5 years of experience in Business Operations or Strategy within a commercial environment (Merchant, Sales, Revenue, or Product Operations).
  • Bachelor's degree, preferably in Engineering, Business Administration, or related fields.
  • Experience in Business Process Management, process mapping, and redesign, using analytics to identify and resolve operational bottlenecks.
  • Proven ability to analyze complex data, identify patterns, and make data-driven recommendations.
  • Strong communication and interpersonal skills, with the ability to collaborate effectively across all levels of the organization.
  • Fluency in English.

Preferred Qualifications

  • MBA or other master's level degree.
  • SQL experience is totally a plus
  • Experience managing end-to-end Merchant Lifecycle projects (acquisition, conversion, engagement, retention, and churn) with measurable results.
  • Experience partnering with Product teams to launch new products at scale, acting as the bridge between Operations, Compliance, Product Development, and Engineering, preferably in a B2B context.
  • Strong project management skills, capable of planning and executing initiatives of varying scale while ensuring organizational alignment.

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