CrawlJobs Logo

Senior Merchant Operations Manager

uber.com Logo

Uber

Location Icon

Location:
Australia , Sydney, Melbourne

Category Icon
Category:
Consulting

Job Type Icon

Contract Type:
Not provided

Salary Icon

Salary:

Not provided
Save Job
Save Icon
Apply Position

Job Description:

Our Grocery & Retail business is a startup within Uber, a team focussed on growth and innovation, but with the support and leverage of Uber’s large global ridesharing and delivery businesses. We own the delivery of everything that isn’t restaurant food - think groceries, essentials, alcohol, pharmaceuticals, hardware, electronics, beauty, and more... Many of the opportunities and challenges we face are new for Uber and require creative solutions that cater to different customers, but we’re able to solve them because we care deeply #BuildwithHeart. The Grocery & Retail Merchant Operations team’s mission is to enable new selection and enhance selection quality, while delivering a positive platform experience for our customers. As a Senior Merchant Operations Manager, you will work closely with Commercial teams providing thought partnership and technical support, liaise with Product teams to ensure product-market fit for strategic accounts, and implement operational solutions and resources to address local needs.

Job Responsibility:

  • Work closely with Commercial teams providing thought partnership and technical support
  • Liaise with Product teams to ensure product-market fit for strategic accounts
  • Implement operational solutions and resources to address local needs
  • Become an expert on our product suite for Grocery & Retail Merchants on the Uber Eats marketplace
  • Assess suitability for different Merchant archetypes
  • Identify gaps and work with other Ops & Product teams on product improvement
  • Understand the needs of strategic accounts and identify and implement solutions to help accelerate go-to-market
  • Use data to understand Merchant performance and key improvement areas
  • Support the Account Management team in defining metrics and building dashboards
  • Partner with the Commercial team to understand what is required to support strategic accounts
  • Identify opportunities to scale our efforts through centralised processes, automations and tools
  • Establish and maintain best practices for core activities

Requirements:

  • 5+ years of experience in management consulting, business operations and/or strategy roles
  • An analytical mindset and strong business acumen
  • you have experience using SQL and advanced excel, and are comfortable translating technical details to business outcomes
  • Highly collaborative
  • you know how to engage work across different stakeholder groups to drive towards shared goals
  • A go-getter attitude
  • you’re willing to take a hands-on approach to get the job done and bias towards action

Nice to have:

  • Partner-facing
  • you’ve worked with external stakeholders and are comfortable adapting and presenting materials to a variety of audiences

Additional Information:

Job Posted:
May 09, 2026

Employment Type:
Fulltime
Work Type:
On-site work
Icon
Uber - All Job Offers
Job Link Share:
Copy Link Icon
Facebook Icon Twitter Icon LinkedIn Icon

Looking for more opportunities? Search for other job offers that match your skills and interests.

Briefcase Icon

Similar Jobs for Senior Merchant Operations Manager

Senior Manager, Global Merchant Support

The Customer Service Group Lead - Merchant plays a critical role in managing the...
Location
Location
Australia , Melbourne
Salary
Salary:
Not provided
block.xyz Logo
Block
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 5+ years contact centre experience
  • navigating omnichannel environment meeting service levels and partnering with various Ops stakeholders to formulate insights to maintain and improve quality and productivity
  • Demonstrated Change management in a high paced, scaling operational environment
  • Experience in managing Operations processes/teams across multiple regions/ timezones
  • Expert stakeholder managements skills with the ability to partner with teams and department leaders
  • Excellent communication skills across a number of mediums (verbal, written and presentation)
  • A self-starter and someone who thrives under pressure
  • Resilient, ability to manage multiple competing priorities and think holistically
  • Ability to learn quickly, understand complex processes end to end in Operations, and the ability to manage/influence impacts across multiple programs
Job Responsibility
Job Responsibility
  • Accountable for service delivery across each of our global Merchant SMB CS teams
  • meeting overall service levels, compliance and regulatory obligations, ensuring great Merchant experiences, and focusing on maintaining employee engagement and strong partner relationships
  • Coaching and mentoring Team Leaders and executing on our Cust Ops people strategy for the SMB Merchant CS teams
  • Own the improvement roadmap and drive improvements in customer satisfaction / quality (CSAT, QA, Complaint reduction) and efficiency (TTR, AHT) across channels by understanding the support needs of our Merchants and building improvement strategies
  • Partner with Ops stakeholders such as Quality, WFO, Vendor Management, Content and Learning to deliver on service delivery expectations
  • Leverage technology to ensure we are delivering the most efficient and effective service through channel optimisation
  • Partner with the Product teams, to ensure new product delivery roadmaps are delivered with the merchant experience and compliance at the centre of the design and execution
  • Proactively review and manage risks & create action plans to support where required to both protect the business and champion merchant experience
  • Identify and drive process improvements and business opportunities, with a high degree of complexity and impact to ensure best in class operations, with a particular focus on cost optimisation, simplification, operations excellence, self service, and merchant experience
  • Achieving high quality, balanced outcomes through solid partnerships with teams/stakeholders such as Product, Risk, Finance, Compliance & Policy teams
What we offer
What we offer
  • Remote work
  • medical insurance
  • flexible time off
  • retirement savings plans
  • modern family planning
Read More
Arrow Right

Senior Product Manager

Starship Technologies is revolutionizing deliveries with autonomous robots. Thes...
Location
Location
Estonia , Tallinn
Salary
Salary:
Not provided
starship.xyz Logo
Starship Technologies
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 5+ Years of Product Management Experience, with a proven track record of managing and scaling complex, end-to-end product suites or features
  • Data analytics skills with the ability to self-serve data using SQL
  • You skillfully balance customer delight and merchant needs with operational throughput and reality
  • You set clear OKRs and execute decisively to ship toward them, demonstrating strong prioritization skills
  • You are proactive, have a bias for action, and are comfortable navigating ambiguity and leveraging imperfect data to make informed decisions
  • You possess concise writing skills, build clear narratives, and have the ability to translate high-level vision into concrete strategy and execution plans
  • You build trust and alignment across diverse teams (Engineering, Operations, Business Development, and Compliance)
Job Responsibility
Job Responsibility
  • Understanding users, merchants, and the competitive landscape of Starship’s marketplace operations
  • Advocating for customer needs, ensuring alignment with product development and business objectives
  • Defining and executing the product vision, strategy, roadmap, and OKRs for supply & demand initiatives
  • Providing input to pricing & incentives strategies to manage user lifecycle and marketplace performance
  • Driving the development of features that balance supply & demand, optimizing marketplace and delivery as a service performance
  • Owning and enhancing value propositions across key touchpoints, including customer, kitchen, and kiosk apps
  • Collaborating across teams to align engineering, operations, and marketplace outcomes with business goals
What we offer
What we offer
  • Opportunity to work on industry-leading self-driving delivery robot technology on a uniquely large scale, creating history and making things happen
  • You can immerse yourself in the world of technology and innovation
  • You will have a chance to work with people with a strong inner burning and motivation. We are self-aware and seek feedback and improvement. We don’t want to wait until we are told what needs to be done but take it as a matter of pride to figure out solutions for topics in various teams and areas
  • You’ll have endless opportunities to learn from our inspirational, talented team members across the globe
Read More
Arrow Right

Senior Product Manager

Starship Technologies is revolutionizing deliveries with autonomous robots. Thes...
Location
Location
Estonia; Finland , Tallinn; Helsinki
Salary
Salary:
Not provided
starship.xyz Logo
Starship Technologies
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 5+ Years of Product Management Experience, with a proven track record of managing and scaling complex, end-to-end product suites or features
  • Data analytics skills with the ability to self-serve data using SQL
  • You skillfully balance customer delight and merchant needs with operational throughput and reality
  • You set clear OKRs and execute decisively to ship toward them, demonstrating strong prioritization skills
  • You are proactive, have a bias for action, and are comfortable navigating ambiguity and leveraging imperfect data to make informed decisions
  • You possess concise writing skills, build clear narratives, and have the ability to translate high-level vision into concrete strategy and execution plans
  • You build trust and alignment across diverse teams (Engineering, Operations, Business Development, and Compliance)
Job Responsibility
Job Responsibility
  • Understanding users, merchants, and the competitive landscape of Starship’s marketplace operations
  • Advocating for customer needs, ensuring alignment with product development and business objectives
  • Defining and executing the product vision, strategy, roadmap, and OKRs for supply & demand initiatives
  • Providing input to pricing & incentives strategies to manage user lifecycle and marketplace performance
  • Driving the development of features that balance supply & demand, optimizing marketplace and delivery as a service performance
  • Owning and enhancing value propositions across key touchpoints, including customer, kitchen, and kiosk apps
  • Collaborating across teams to align engineering, operations, and marketplace outcomes with business goals
What we offer
What we offer
  • Opportunity to work on industry-leading self-driving delivery robot technology on a uniquely large scale, creating history and making things happen
  • You can immerse yourself in the world of technology and innovation
  • You will have a chance to work with people with a strong inner burning and motivation. We are self-aware and seek feedback and improvement. We don’t want to wait until we are told what needs to be done but take it as a matter of pride to figure out solutions for topics in various teams and areas
  • You’ll have endless opportunities to learn from our inspirational, talented team members across the globe
Read More
Arrow Right

Head of Payments Operations

PhorestPay is one of the fastest-growing and most strategically important parts ...
Location
Location
Ireland
Salary
Salary:
Not provided
phorest.com Logo
Phorest
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 10+ years in payments, fintech, or risk, including senior leadership experience
  • Deep expertise in payments processing, merchant acquiring, fraud/chargebacks, and compliance across multiple regions
  • Proven ability to design and scale global operating models in fast-growing environments
  • Highly data-driven with strong KPI design and analytical decision-making
  • Strong stakeholder leader and excellent collaborator with the ability to influence without authority and inspire cross-functional alignment
  • A people-first values-led leader who develops talent, builds future leaders, and nurtures a collaborative, high-trust team culture
  • Strategic Leadership and strong executive presence, balancing customer experience, aligning risk and commercial outcomes
Job Responsibility
Job Responsibility
  • Set the global payments & risk operations strategy, ensuring reliability, compliance, and best-in-class customer experience across all regions
  • Lead, mentor, and grow a team of payments operations specialists, fostering a high-trust, high-performance culture
  • Influence and uplift regional teams through strong cross-functional relationships, coaching, and clear operating expectations
  • Collaborate deeply with Product, R&D, and Customer Operations to embed payments and risk into the full customer journey
  • Build a data-driven operational framework that improves resilience, efficiency, and regional capability
  • Own and manage strategic relationships with key payments partners (e.g., Stripe), managing contracts, performance, and governance
  • Accountable for global operational performance across key metrics such as: Merchant onboarding (e.g., Time to First Transaction, adoption/attach rate), Fraud & risk outcomes (fraud rate, chargebacks, revenue protection), Payment reliability & efficiency (success rates, automation adoption, incident reduction), Customer experience indicators (payments-related VoC themes and issue resolution)
  • Lead: Global incident management and operational governance, Continuous improvement, automation, and workflow optimisation, Accuracy, accessibility, and analytical use of payments data, Strategic initiatives that keep PhorestPay ahead of industry and regulatory trends
What we offer
What we offer
  • private healthcare
  • 2 Wellness Days
  • an employee assistance program
  • a free online GP service
  • competitive Compensation
  • an Employee Share Purchase Scheme
  • Pension
  • Life Assurance
  • Income Protection
  • a bike to work scheme
Read More
Arrow Right

Senior Program Manager, Merchant Operations Success

At Uber, providing excellent customer support to our users is a core feature of ...
Location
Location
Netherlands , Amsterdam
Salary
Salary:
Not provided
uber.com Logo
Uber
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 5+ years of experience in Customer Experience, Program Management, Operations, or Support Enablement, preferably in a fast-paced, tech-driven, or complex environment
  • Strong working knowledge of support performance metrics
  • Excellent stakeholder management
  • Strong communicator
  • Team-player
  • Balance of strategic vision and operational rigor
  • Bias for action and problem-solving skills
  • Critical thinking
  • Data-driven and analytical approach
Job Responsibility
Job Responsibility
  • Drive Operational Excellence Across EMEA Merchant Operations
  • Own and Execute the EMEA Merchant Operations Strategy & Roadmap
  • Enhance the Merchant Experience Through Data & Insights
  • Optimize Support Delivery Through Specialization & Automation
  • Lead Market Expansion & Integration Initiatives
  • Act as a Primary EMEA Operations Point of Contact
  • Collaborate Cross-Functionally to Deliver Impact
  • Drive Governance, Reporting & Continuous Improvement
  • Fulltime
Read More
Arrow Right

Payments & Risk Operations Senior Manager - Global

The Payments & Risk Operations Manager is a senior, strategic, and highly accoun...
Location
Location
Ireland; United Kingdom
Salary
Salary:
Not provided
phorest.com Logo
Phorest
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 10+ years in payments, fintech, risk, or global operations, including people leadership experience
  • Deep expertise in payments processing, merchant acquiring, payouts, fraud/chargebacks, and compliance across multiple regions
  • Proven ability to design and scale global operating models, processes, and automation
  • Strong understanding of payments partners (e.g., Stripe) and the commercial, technical, and operational dynamics of PSP ecosystems
  • Highly data-driven with strong analytical and KPI design skills, experienced in using insights to drive decisions and outcomes
  • Solid financial acumen, including cost of acceptance, loss forecasting, and revenue/retention impact of payments
  • Strategic, systems-level thinker with strong executive presence—able to set long-term direction, build scalable frameworks, and influence senior leaders without authority, and make balanced, values-led decisions that align risk, customer experience, and commercial outcomes
  • Experienced leader of specialists who builds capability, develops future leaders, and drives high performance through clear expectations, coaching, and continuous improvement
  • Exceptional collaborator who aligns and uplifts regional teams through influence, strong relationships, and open, values-led communication
Job Responsibility
Job Responsibility
  • Product delivery: Collaborate with Pay Product and Commercial to support the rollout of PhorestPay product and features
  • Payment & Risk Partner management: Own the global payments partner ecosystem strategy, including partner selection, contract negotiation, operational governance, and performance management
  • Mitigate loss of revenue through developing a scalable risk operations function
  • Establish the governance model for incident management ensuring rapid cross functional response and prevention, managing incidents and service degradations
  • Efficiency & Process Optimisation: Establish, communicate and continuously evolve the global Payments & Risk Operations Strategic Vision, ensuring it aligns with Phorest objectives and is translated into regional plans and outcomes
  • Co-own the end-to-end customer journey perspective for payments with Global Customer Operations, ensuring Customer Ops processes (support, onboarding, education, migrations, complex activations) always account for payments and risk requirements
  • Continuously identify, assess and optimise cross-journey processes (support, onboarding, education, and data migrations) with the lens of payments
  • Own automation and process optimisation initiatives, ensuring workflows reduce friction and improve service delivery, enabled by the Business Systems team
  • Track and report measurable improvements
  • Cross-Departmental-Region Collaboration: Partner deeply with the Global Head of Customer Operations and their domain leads to embed payments/risk into global CX operating systems, including planning cycles, VoC rhythms, enablement content, and regional health reviews
What we offer
What we offer
  • Private healthcare
  • 2 Wellness Days
  • Employee assistance program
  • Free online GP service
  • Competitive Compensation
  • Employee Share Purchase Scheme
  • Pension
  • Life Assurance
  • Income Protection
  • Bike to work scheme
Read More
Arrow Right

Senior Associate Corporate Card Administration

In this vital role you will provide operational support and customer service for...
Location
Location
India , Hyderabad
Salary
Salary:
Not provided
amgen.com Logo
Amgen
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Bachelor’s degree with 3+ years of financial operations (including Travel & Expense administration, Financial Planning & Analysis, Procurement, etc.) experience
  • Knowledge of corporate card programs (AMEX, Citi, Bank of America, etc.) or financial services preferred
  • Familiarity with international corporate card programs and provider platforms
  • Strong customer service orientation
  • Attention to detail and process accuracy
  • Ability to identify and suggest improvements to processes
  • Clear and concise communication skills
  • Time management and ability to prioritize tasks
  • Strong customer service mindset
Job Responsibility
Job Responsibility
  • Process corporate card applications and card account updates, suspensions and closures
  • Respond to customer queries via ServiceNow related to their card account and card transactions
  • Liaise with the card provider to resolve issues
  • Assist with resolution of merchant disputes and credit balance refunds
  • Monitor card accounts for delinquencies and support communications to users
  • Participate in quarterly accounting accruals and data reconciliations
What we offer
What we offer
  • Competitive and comprehensive Total Rewards Plans that are aligned with local industry standards
Read More
Arrow Right

Senior Associate Corporate Card Support

In this vital role you will provide operational support and customer service for...
Location
Location
India , Hyderabad
Salary
Salary:
Not provided
amgen.com Logo
Amgen
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Bachelor’s degree with 3+ years of financial operations (including Travel & Expense administration, Financial Planning & Analysis, Procurement, etc.) experience
  • Knowledge of corporate card programs (AMEX, Citi, Bank of America, etc.) or financial services preferred
  • Familiarity with international corporate card programs and provider platforms
  • Strong customer service orientation
  • Attention to detail and process accuracy
  • Ability to identify and suggest improvements to processes
  • Clear and concise communication skills
  • Time management and ability to prioritize tasks
  • Strong customer service mindset
Job Responsibility
Job Responsibility
  • Process corporate card applications and card account updates, suspensions and closures
  • Respond to customer queries via ServiceNow related to their card account and card transactions
  • Liaise with the card provider to resolve issues
  • Assist with resolution of merchant disputes and credit balance refunds
  • Monitor card accounts for delinquencies and support communications to users
  • Participate in quarterly accounting accruals and data reconciliations
What we offer
What we offer
  • Competitive and comprehensive Total Rewards Plans that are aligned with local industry standards
Read More
Arrow Right