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Uber Logo Uber · IT - Administration

Head of Merchant Support Operations - United States & Canada

United States, New York 183000.00 - 225500.00 USD / Year · Job Posted February 13, 2026
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Job Description

The US&C Delivery CommOps organization is responsible for supporting Uber Merchants, Couriers, and Consumers across a vast international network, leveraging both onshore and offshore teams. We provide support through multiple channels, including phone, chat, email, automation, and GenAI, ensuring a seamless and efficient experience. This role will allow you to drive large-scale impact and work alongside numerous stakeholders. You will leverage project management methodologies to manage projects and programs throughout the merchant lifecycle, lead cross-functional collaboration, and be an expert on merchant policy and experience. You will lead a team of Program Managers to deliver merchant experience improvements that enhance support operations and support the business in hitting strategic goals.

Job Responsibility

  • Lead the development of the vision, roadmap, and support strategy for Merchant Support in the US & Canada
  • Partner with cross-functional teams to influence key metrics
  • Measure and evaluate processes and drive continuous process improvement
  • Lead through influence, and partner with CommOps teams and business stakeholders to drive decisions and projects to completion
  • Represent the team’s work with global, regional, and cross-functional stakeholders
  • Ensure people, processes, and technology work together to deliver outstanding customer experiences
  • Facilitate planning, including headcount plans, support product & tech roadmaps, and critical decision & enablement timelines
  • Identify opportunities for team development and leverage individual strengths to build a high-performing team

Requirements

  • Minimum 8+ years of experience in strategy, planning, operations, program management, or consulting
  • Track record of successful people management
  • Track record of building and continuously improving processes and programs supporting multiple stakeholders
  • High business acumen and ability to lead decision-making across multiple stakeholder groups
  • Exceptional written, verbal, and visual communication skills
  • Experience working with ambiguity in a fast-paced environment
  • Ability to derive insights from data and use data to inform decisions
  • Bachelor's degree or equivalent work experience

Nice to have

  • Deep experience and expertise in developing strategies and roadmaps for scaling support operations
  • Demonstrated ability to thrive in a fast-paced environment, bringing structure to new problems and concepts
  • Ability to drive consensus and actionable results across highly cross-functional teams
  • Knowledge of Uber customer support operations
  • Experience working with large and distributed global teams
  • Experience leading multiple cross-functional initiatives
  • Data-driven mentality and strong business judgment
  • Resilient, positive, and deeply customer-focused
  • Love learning how things work and you're always looking for innovative solutions

What we offer

  • Eligible to participate in Uber's bonus program
  • May be offered an equity award & other types of comp
  • Eligible to participate in a 401(k) plan
  • Eligible for various benefits (details at provided link)
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