Program Leader, Global Merchant Support Experience

About the Team
The Global Merchant CX Team’s purpose is to design the ultimate B2B support network for Uber’s merchants. We operate via four end-to-end experience owners (Live, Sensitive, Non-Live, and Commercial) who drive strategy for their areas, supported by two transversal teams that keep policy, planning, and P&L impact harmonized. Together, we ensure every merchant gets a single, consistent, and frictionless Uber experience across every channel and region.
About the Role
Uber is looking for a Program Leader to help us reimagine merchant support.
As a Program Leader within a core Support Experience Pillar (Live, Non-Live, or Sensitive), you will be at the forefront of reinventing B2B support for Uber’s global merchant network. You will identify and lead high-impact opportunities end to end within your pillar — from understanding merchant pain points and diagnosing root causes, through shaping solutions, aligning cross-functional teams, and driving measurable improvements in the customer experience.
Your focus will be on improving the merchant experience across effort, sentiment, and outcome, while using customer and operational insights to influence the business upstream. You will turn recurring friction and support defects into actionable insights for Product, Tech, Policy, Risk, and Operations, helping shape product and process design to eliminate defects at the source and prevent unnecessary contacts.
This role offers high-visibility cross-functional exposure across Product, Tech, and Operations. You will operate within the broader strategy of your Support Experience Pillar, partnering closely with senior pillar leadership and other Program Leaders to ensure opportunities are prioritized, connected, and solved systematically rather than in isolation.
What You’ll Do
Lead Opportunities End to End: Identify, scope, and lead high-impact merchant experience opportunities within your designated Support Pillar. Take problems from discovery and root-cause analysis through solution design, execution, measurement, and iteration, bringing together the right cross-functional partners to deliver outcomes.
Drive Customer Experience Outcomes: Be accountable for measurable improvements in merchant experience across effort, sentiment, and outcome. Define success metrics for each program and use measures such as Time to Resolve (TTR), Initial Contact Resolution (ICR), iCSAT, 1★ CSAT, and NPS to understand whether interventions are meaningfully improving the customer journey.
Eliminate Defects at the Source: Go beyond optimizing support interactions to understand why merchants experience friction in the first place. Identify systemic defects across Product, Tech, Policy, Risk, and Operations, and translate those insights into upstream requirements and prioritized opportunities that reduce avoidable contacts.