Merchant Program Manager

hace 2 semanas

Ciudad de México Uber A tiempo completo

**About the Role**At Uber Delivery, merchant experience is at the heart of our support strategy. As the business scales rapidly, ensuring that merchants receive timely, effective, and high-quality support is critical to long-term success. That's where the **Merchant Program Manager - Strategic Projects** comes in.This role requires a strong balance of project ownership, analytical thinking, stakeholder engagement, and operational execution. You'll operate as a highly accountable project manager, taking full ownership of strategic initiatives that directly impact the merchant support experience. From defining project scope to execution and optimization, you'll be responsible for driving results that enhance every stage of the merchant lifecycle.**What you'll do**:- Lead the execution of strategic projects that impact the merchant support experience-ensuring seamless delivery, from planning to execution to post-launch optimization.- Act as the point person for the merchant support team, ensuring key initiatives are rolled out efficiently and aligned with broader business goals.- Navigate complex data sets and generate actionable insights to improve operational performance and customer experience.- Own the project lifecycle-scoping, prioritization, stakeholder alignment, implementation, tracking, and reporting.- Collaborate cross-functionally with Ops, Product, CommOps, Learning & Development, and CX to align on goals, timelines, and execution plans.- Build and maintain robust project documentation, including timelines, action items, risk assessments, and impact tracking.- Identify pain points in merchant support processes and proactively lead initiatives to drive improvements.- Establish and maintain communication routines with stakeholders and leadership, clearly surfacing progress, blockers, and impact.Support and align BPO teams across LATAM to ensure consistency, efficiency, and high-quality support delivery.**Basic Qualifications**- Proven experience managing complex, cross-functional projects from end-to-end.- Strong organizational skills with an ability to manage multiple priorities in a fast-paced environment.- Solid analytical capabilities and experience working with data to inform decisions and measure impact.- Excellent stakeholder management and communication skills-comfortable working with both internal and external partners at all levels.- A proactive and structured problem-solver with a strong sense of ownership.- Comfortable working independently and driving alignment across diverse teams.- Experience with operational strategy and customer support models, ideally in a tech or high-growth environment.- Proficiency in English and Spanish and/or Portuguese.Advanced Excel/Google Sheets skills**Preferred Qualifications**- Experience in working with BPO, support operations- SQL proficiency- Speaks Portuguese (if non Brazilian)- Speaks Spanish (if Brazilian)- High growth, technology, strategy consulting, investment banking/private equity background

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