.**About the Role**At Uber, providing excellent customer support to our Merchant's partners are keen to business success. For the Delivery business, we need to maintain a high level of customer service while scaling to meet the needs of a new and rapidly growing business.The Merchant program manager has a heavy focus on providing the best-in-class experience to Uber Partners without losing sight of Uber's sustainability and scalability.You will engage with different POCs from other areas (Central Ops, Retails Ops, Product, Finance) and different areas within the CommOps Organization: Vendor Management, Workforce Management, Content, Learning and Development among others, and within the CX organization. A good stakeholder management and prioritization is key for the success of these partnerships.Being the to go person for Merchants E2E Strategy and making sure the team's efforts and resources are translated into execution.**What you'll do**:- Establish a sustainable program management structure and work towards to excellent delivery results- Cross-functional role with the other Leads of the team in order to identify and solve journey E2E gaps to drive efficiency and customer satisfaction across sales, onboarding and support operations in LatAm. Be able to see the big picture, keeping in mind business priorities.- Lead alignment with other functional teams to implement short-term solutions in a timely manner while elaborating on the long-term, evolving strategy- Liaise with our regional and global partners to generate partner alignment on product launches to ensure they are connected to the larger business goals accompanied by a quality customer experience and provide partners with insights based on the voice of the customer- Define business needs and turn ambiguous, real-world problems, into actionable analyses and solutions, using Uber's rich dataset and external data sources- Set a high bar: Establish and track against critical metrics to ensure maximum value on projects executed, and establish processes to launch new initiatives**Basic Qualifications**- Strong program management skills with superior organizational, time management, and prioritization skills- Proven experience of managing cross-functional projects with multiple stakeholders- Phenomenal collaborator and someone who proactively partners across teams- Great teamwork skills once the nature of the team implies constant collaboration and relationship-building with cross-functional team
