Senior Merchant Operations Manager - Grocery & New Verticals

Last updated 3 hours ago
Job Type:Full Time

About the Role

The New Verticals Team is accountable for piloting, launching and scaling Uber Eats’ new categories, including Grocery, Convenience, Alcohol, and others. As part of the team’s continued push into non-OFD categories, we are creating a new ‘Onboarding Manager’ role to build the foundations to onboarding non-OFD merchants efficiently and at scale.

This new role will be responsible for defining and building the optimal onboarding flow and experience for non-OFD merchants. Onboarding grocery stores is very different to onboarding restaurants, so we must ensure that our tools, processes and reporting is tailored to the expanding range of merchants we are now partnering with.

The online grocery market is worth $6b AUD in Australia (vs $113b total grocery industry), and growing quickly as consumers are increasingly embracing online and in-app shopping.

What the Candidate Will Need / Bonus Points

What You’ll Do:

  • Define and build the optimal onboarding flow and experience for non-OFD merchants. This includes:
  • Building the monitoring and reporting tools for all non-OFD OB performance
  • Adapting existing OFD OB processes to ensure it’s fit for purpose for non-restaurants (e.g. menus and photos for thousands of items)
  • Creating variation where required to address specific bottlenecks (e.g. temp resourcing and automations)
  • Work with sales, sales ops and customer support teams to bring it to life.
  • Work closely with the global grocery team (in SF) and to inform and launch product feature enhancements for grocery and other non-OFD merchants

What You'll Need:

  • A proven track record: You’ll have 3+ years of operations experience in a dynamic environment.
  • A self-starter who thrives in ambiguity: Launching a new business model isn’t easy, and there isn’t an existing plan for you to follow. You’ll have the support of your manager, the New Verticals team, and cross-functional partners, however you’ll need to be the one driving this forward autonomously.
  • A willingness to ‘get into the weeds’ and a continuous improvement mindset. You won’t get it right on day 1, or week 1, or month 1… However, by being in the detail and deeply understanding all aspects of the merchant experience, you’ll be best placed to advise and/or execute on improvement opportunities.
  • Stakeholder management: You’ll need to engage and obtain buy-in from stakeholders from across the organisation.
  • Previous experience in merchant operations is preferable, but not required.