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.
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.
For Chicago, IL-based roles: The base salary range for this role is USD $146,000 per year - USD $162,000 per year.
For New York City, NY-based roles: The base salary range for this role is USD $162,000 per year - USD $180,000 per year.
For San Francisco, CA-based roles: The base salary range for this role is USD $162,000 per year - USD $180,000 per year.
For Sunnyvale, CA-based roles: The base salary range for this role is USD $162,000 per year - USD $180,000 per year.
For all US locations, you will be eligible to participate in Uber's bonus program, and may be offered an equity award & other types of comp. All full-time employees are eligible to participate in a 401(k) plan. You will also be eligible for various benefits.
Ready to Ride?
This isn't the kind of place where you follow a playbook — it's where you help write one. If you're driven by impact, energized by challenge, and ready to shape how the world moves — we'd love to hear from you.
You may be eligible for bonuses, equity, and other compensation, as well as a range of benefits. Explore our benefits.
Offices remain key to collaboration and Uber's culture. Unless approved for full remote work, employees must spend at least 50% of their time in-office. Some roles, like those at greenlight hubs, require full-time in-office presence. Ask your Recruiter for details about this role's requirements.
Uber is proud to be an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know by completing this form.
We are Uber. The go-getters. The kind of people who are relentless about our mission to help people go anywhere and get anything and earn their way. Movement is what we power. It’s our lifeblood. It runs through our veins. It’s what gets us out of bed each morning. It pushes us to constantly reimagine how we can move better. For you. For all the places you want to go. For all the things you want to get. For all the ways you want to earn. Across the entire world. In real time. At the incredible speed of now.
The idea for Uber was born on a snowy night in Paris in 2008, and ever since then our DNA of reimagination and reinvention carries on. We’ve grown into a global platform powering flexible earnings and the movement of people and things in ever expanding ways. We’ve gone from connecting rides on 4 wheels to 2 wheels to 18-wheel freight deliveries. From takeout meals to daily essentials to prescription drugs to just about anything you need at any time and earning your way. From drivers with background checks to real-time verification, safety is a top priority every single day. At Uber, the pursuit of reimagination is never finished, never stops, and is always just beginning.
