Senior Program Manager, Merchant Operations Success

Senior Program Manager, Merchant Operations Success Department: Community Operations Team: Strategy & Program Operations Location: Amsterdam, Netherlands Type: Full-Time **About the Role** At Uber, providing excellent customer support to our users is a core feature of our product experience. For the Uber Eats space, it’s imperative that we maintain that level of customer service while scaling to meet the needs of a new and rapidly growing business, whether it be a leading market or a country we are just entering. As a Program Manager for the Merchant Experience team, you will rethink and scale our support operations across the EMEA market. You will collaborate with various stakeholders across both regional and global teams, working towards shared and regional-specific goals to enhance the quality of Merchant support while balancing costs and ensuring business ROI. This is a unique opportunity to design the future of our operations, drive efficiency, and improve quality across existing and new markets. **What You'll Do** - Drive Operational Excellence Across EMEA Merchant Operations: Support EMEA Merchant Operations with accountability for delivering best-in-class performance across SLA, CSAT, quality, and efficiency metrics, ensuring a consistently high-quality support experience for Merchants - Own and Execute the EMEA Merchant Operations Strategy & Roadmap: Define the long-term operational roadmap for EMEA, optimizing vendor strategy, regional footprint, capacity planning, and technology efficiency to support sustainable growth and scalability. - Enhance the Merchant Experience Through Data & Insights: Continuously improve the Merchant journey by leveraging qualitative insights, customer feedback, and deep data analysis to identify pain points, prioritize opportunities, and implement impactful improvements. - Optimize Support Delivery Through Specialization & Automation: Strategically deploy agent specialization models and intelligent automation to maximize efficiency, elevate customer satisfaction, and drive measurable improvements in operational performance. - Lead Market Expansion & Integration Initiatives: Own the operatio