#GreatMindsDon’tThinkAlike At Uber, we take pride in our diversity and working environment that sees you as more than just a person that can do the job, but a unique individual that can level up our organisation with a perspective only you can offer. Uber provides a truly open culture that encourages all to voice their thoughts.
About the Role
We are looking for a Merchant Operation Specialist to serve as the strategic partner of our merchant ecosystem. In this role, your primary objective is to build a high-retention environment through data-driven insights and proactive operational programs. You will deep-dive into merchant selection analysis to ensure our platform offers the right mix for our customers, while simultaneously architecting robust churn prevention strategies. Beyond retention, you will take charge of scaling the adoption of Pickup service, ensuring it serves as a value-add that keeps our merchants engaged and successful on our platform.
Your Impact in Role
- Lead SMB Churn Prevention & Retention Strategy: Develop and manage data-driven initiatives to minimize churn among SMB merchants. You will use predictive modeling to identify at-risk partners and collaborate closely with Sales, Account Management, CommOps, and external agency to design effective "save" strategies and communication plans. Your goal is to conceptualize and implement scalable projects that address merchant pain points and improve long-term ecosystem stability.
- Drive Data-Led Selection Analysis: Act as the analytical lead for merchant selection health by building and maintaining the infrastructure needed for deep-dive insights. This includes creating and optimizing automated dashboards and SQL queries to monitor selection trends, providing the visibility required to make strategic decisions about our marketplace composition and quality.
- Scale Pickup Service Adoption & Operations: Own the Go-To-Market strategy to increase merchant adoption of the Pickup service. You will partner with Sales and Account Management teams to drive enrollment while leading cross-functional alignment with Product, Legal, and Consumer Ops to ensure the service scales efficiently and delivers maximum impact.
The Experience You’ll Bring
Basic Qualifications
- Experience: 2+ years of professional experience in data-driven strategy, management consulting, or operational roles. Industry experience in eCommerce, B2C tech, Retail, or CPG is highly preferred.
- Analytical Rigor: Proven ability to deconstruct complex business problems and design data-backed solutions. You must be proficient in SQL and advanced Google Sheets/Excel for modeling and reporting.
- Stakeholder & Communication Excellence: Exceptional verbal and written communication skills in both English and Mandarin. You have a track record of influencing cross-functional and external partners and feel comfortable presenting strategies to large Sales and Account Management teams.
- Project Management & Execution: Strong organizational skills with the ability to manage multiple projects simultaneously. You can take a project from the "concept" phase through to "enablement" and final execution.
- Operational Grit: A "can-do" attitude with the willingness to dive into the details. You are a collaborative team player who balances high-level strategic thinking with the need to handle day-to-day operational tasks.
Preferred Qualifications
- Industry Expertise: Deep experience within the eCommerce or B2C internet space, specifically focusing on merchant lifecycle management, churn mitigation, or SMB retention programs.
- Advanced Data Skills: High proficiency in data tools and experience building automated dashboards that monitor business health.
- GTM Experience: Prior experience in Go-To-Market strategy or scaling new service products within a high-growth environment.
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.