Program Leader, Merchant Customer Experience - Taiwan

About the Role

Community Operations (CommOps) is at the center of how Uber delivers exceptional experiences for customers, merchants, and earners every day. We work across the platform to solve problems, improve experiences, and help our partners succeed at scale.

As the Taiwan Merchant & Direct Lead, you will lead initiatives that improve the experience of our Restaurant, Direct, and Retail merchant partners across Taiwan. You'll act as the voice of merchants, identifying opportunities to enhance support, streamline operations, and drive better outcomes for businesses using the Uber platform.

In this role, you'll work closely with local and regional stakeholders across APAC to launch new solutions, improve operational performance, and influence the future merchant experience. You'll use data to identify opportunities, lead cross-functional programs, and deliver meaningful improvements that help merchants grow their businesses with Uber.

What You'll Do

• Partner with regional teams to launch and scale new Community Operations solutions that improve merchant satisfaction, support quality, and operational performance.

• Lead high-impact programs from strategy through execution, ensuring successful delivery and measurable business outcomes.

• Act as a key partner across Commercial, Operations, Product, and Support teams, aligning stakeholders around shared goals and driving cross-functional collaboration.

• Use data and insights to identify opportunities, prioritize initiatives, and measure the impact of programs and process improvements.

• Monitor operational performance, identify areas for improvement, and implement solutions that enhance the merchant experience.

• Serve as a trusted advisor and subject matter expert on merchant experience initiatives within Community Operations.

• Gather merchant feedback and translate insights into actionable recommendations that improve the experience for Restaurant, Direct, and Retail partners.

• Represent the voice of Taiwan merchants by advocating for their needs and influencing decisions that drive long-term improvements across the platform.

Basic Qualifications

• Strong knowledge of the Taiwan market and local business landscape.

• Fluency in the local language and English.

• 8+ years of experience leading cross-functional programs or projects in a fast-paced environment.

• Strong stakeholder management skills, with the ability to influence and align diverse teams.

• Analytical mindset with experience using data to identify insights, make recommendations, and measure impact.

• Ability to manage multiple priorities while maintaining a high level of ownership and accountability.

Preferred Qualifications

• Experience working in high-growth, fast-paced, or operationally complex environments.

• Familiarity with AI-driven solutions and their practical application in operations or customer experience.

• Previous experience in management consulting, strategy, operations, or a related field.

• Experience working with merchant, customer, or partner-facing programs.

~~ ~~

Ready to Ride?

This isn't the kind of place where you follow a playbook — it's where you help write one. If you're driven by impact, energized by challenge, and ready to shape how the world moves — we'd love to hear from you.

You may be eligible for bonuses, equity, and other compensation, as well as a range of benefits. Explore our benefits.

Offices remain key to collaboration and Uber's culture. Unless approved for full remote work, employees must spend at least 50% of their time in-office. Some roles, like those at greenlight hubs, require full-time in-office presence. Ask your Recruiter for details about this role's requirements.

Uber is proud to be an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know by completing this form.