About the Role
Sitting within the Japan Uber Eats Merchant Operations team, the Head of Merchant Enablement owns the end-to-end operational life cycle for our most critical merchant partners. The Merchant Enablement pillar is a core foundation of our merchant strategy, aimed at creating the fastest and most reliable way for merchants to onboard and grow their business on Uber Eats.
As a team lead, you will be the architect of "efficiency at scale." You will lead a high-output team overseeing the delicate balance between white-glove Enterprise operations and scaling of processes. This is a role for a "visionary operator"—someone who can navigate complex ENT partner demands today while building the automations that allow our operations to scale effortlessly tomorrow.
Your Impact in Role
- Lead the Enablement Pillar: Drive the strategy for Merchant Enablement, focusing on Enterprise Partner Onboarding, Enterprise Partner Operations, and SMB Sales Support.
- Optimize Enterprise Operations: Own the complex, manual processes associated with ENT menu changes and miscellaneous requests, transforming them into streamlined, automated workflows.
- Team Leadership at Scale: Manage and upskill a team of 20+ external contractors and 2 Full Time Employees, ensuring high performance, efficiency, and business continuity.
- Strategic Problem Solving: Deep dive into operations data to identify bottlenecks and design scalable solutions that improve speed-to-market and issue resolution.
- AI & Automation Champion: Proactively identify opportunities to use AI tools to automate existing manual processes
- Cross-Functional Partnership: Represent the Merchant Ops team in a lead role in forums with Sales, Product, and Community Operations to ensure alignment on partner expectations and SLAs.
- Change Management: Act as a thought partner for Japan leadership, driving "0-to-1" initiatives that move the needle on cost management and operational excellence.
The Experience You'll Bring
Basic Qualifications
- Experience: 7+ years in BizOps, Consulting, or high-volume Onboarding
- People Management: Proven track record of managing large, diverse teams (FTEs + Contractors) and influencing stakeholders upward.
- Language: Bilingual fluency is a must (Business Level Japanese and Business-level English) to navigate both local partner needs and global Uber stakeholders.
- Technical Proficiency: Strong analytical thinking. Familiarity with AI tools and Spreadsheet for process optimization is highly preferred.
- Mindset: A "Great Operator" mentality—you see a manual process and immediately think about how to automate and optimize it.
Preferred Qualifications
- Advanced Data Analytics: Ability to deep-dive into complex operations data to identify business problem landscapes and understand dependencies. You should be able to translate raw data into actionable insights and strategic recommendations that drive business outcomes.
- Hands-on Automation: Experience implementing specific AI-driven workflows or automation platforms to reduce manual task volume and improve accuracy.
- Onboarding Specialization: Background in complex merchant ecosystems where managing high-touch partner lifecycles was a core requirement.
Uber's mission is to reimagine the way the world moves for the better. Here, bold ideas create real-world impact, challenges drive growth, and speed fuelds progress. What moves us, moves the world - let’s move it forward, together.
Offices continue to be central to collaboration and Uber's cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role.
*Accommodations may be available based on religious and/or medical conditions, or as required by applicable law. To request an accommodation, please reach out to accommodations@uber.com.