Merchant Experience & Fulfillment Operations Manager

Merchant Experience & Fulfillment Operations Manager Department: Operations Team: Operations Location: Taipei City, Taiwan (ROC) Type: Full-Time ## **About the Role** As the **Merchant Experience & Fulfillment Operations Manager**, you will be responsible for driving the strategic growth and scaling of Uber Direct by enhancing the end-to-end merchant experience through product and operational levers. Reporting to the Merchant Operations Lead, this role focuses on building a robust OKR framework, aligning execution with merchant expansion goals, and ensuring seamless delivery across onboarding, product adoption, and billing processes. Your scope includes scaling channel partnerships, managing the merchant product portfolio, improving product discovery and adoption (dashboard and API), and optimizing onboarding and billing operations to deliver a best-in-class merchant experience. ## **What You’ll Do** **Channel Partner & SMB Scaling** - Roll out and manage the channel partner program to expand Direct’s reach - Drive adoption of onboarding solutions (e.g., self-service onboarding) - Improve merchant awareness, activation, and engagement with self-service tools **Merchant Product Management** - Lead product discovery efforts and define support models for Uber Direct merchants - Manage and prioritize the merchant product portfolio roadmap - Optimize financial workflows including pricing, invoicing, and refund mechanisms **Merchant Experience** - Enhance the Direct merchant dashboard experience and increase API adoption - Design and implement scalable self-service support solutions - Partner with marketing to drive product awareness and feature adoption **Onboarding & Billing Operations** - Own the end-to-end onboarding journey from contract signing to first transaction - Establish and standardize onboarding and configuration runbooks - Optimize billing processes including invoicing accuracy, refunds, and monthly reconciliation ## **Basic Qualifications** - Minimum 3 years of experience in strategy & operations, product management, project management, consulting, or a related field - Str