Merchant Operations Associate

About the Role

Uber Eats Taiwan is seeking a passionate, versatile, and entrepreneurial Merchant Operations Associate to join our Merchant Experience Team, with a primary focus on driving merchant quality and reliability across the Taiwan platform.

In this role, you will take ownership of key global performance metrics and play a critical role in shaping the experience of our merchant partners. You will have the opportunity to work cross-functionally across local and regional teams to implement impactful programs, optimize merchant operations, and ensure excellence across our marketplace.

You will collaborate closely with a wide range of stakeholders, including local operations, account management, merchant acquisition, community operations, product operations, strategy & planning, and our Policy, Legal, and Communications (PLC) teams. Together, you'll align on strategic priorities and execution plans to improve the merchant experience across the board.

• Lead Merchant Reliability Performance: Own and drive performance across key global metrics such as order completion rate, defect rate, and other merchant reliability indicators.
• Build Analytical Foundations: Develop the data infrastructure, dashboards, and tools necessary to track performance and enable strategic decision-making.
• Drive Insights & Recommendations: Conduct in-depth analysis on a wide range of data points-spanning product usage, tech integration, merchant behavior (both online and offline), refund and chargeback trends, and marketplace dynamics-to generate actionable insights.
• Launch Quality Improvement Programs: Collaborate with cross-functional teams to design and execute go-to-market strategies for initiatives that enhance merchant quality and reliability.
• Support Business-As-Usual (BAU) Workstreams: Help manage key merchant quality efforts, including fraud prevention, food safety, virtual restaurant standards, and responses to government inquiries.

• Build Data Infrastructure for Quality Monitoring: Develop robust data foundations, tools, and dashboards to track and monitor merchant quality metrics such as defect rate, order completion rate, and other key performance indicators, ensuring data-driven decision-making.
• Conduct In-Depth Performance Analysis: Analyze quality-related metrics from both quantitative and qualitative perspectives, identifying trends, root causes, and performance gaps across the merchant journey.
• Identify Key Drivers of Quality: Deep dive into multiple dimensions affecting merchant quality-ranging from product usage across business pillars, POS system integration, in-store operational behavior, to interactions with couriers and eaters-to identify levers for improvement.
• Design and Recommend Improvement Strategies: Translate insights into actionable, scalable quality improvement plans that address core issues and elevate merchant reliability across the platform.
• Collaborate with Regional and Global Teams: Engage with APAC regional teams and global product teams to share best practices, co-develop innovative solutions, and align on strategic directions for quality enhancements.
• Drive Cross-Functional Implementation: Lead the coordination and alignment across key stakeholders-including Sales & Account Management, Merchant Strategy, Policy, Legal & Communications (PLC), and Merchant Engagement Teams-to successfully roll out and embed quality improvement initiatives.
• Monitor and Communicate Performance: Regularly report on merchant quality performance, measure program effectiveness, and provide updates and insights to leadership and cross-functional partners.
• Support Business-as-Usual (BAU) Quality Operations: Contribute to ongoing merchant quality workflows, including the management of escalated cases related to fraud, food safety, virtual restaurants, and regulatory inquiries, ensuring swift and effective resolution.

• 2+ years of experience in relevant field.
• Program Design & Enablement: Proven ability to initiate and lead programs that drive key business outcomes and support Objective and Key Results (OKR) achievement. Experienced in managing end-to-end go-to-market (GTM) strategy and execution, from ideation through delivery.
• Cross-Functional Stakeholder Management: Demonstrated success in collaborating with large, cross-functional teams, including Operations, Account Management, and Policy/Legal/Comms (PLC). Skilled at navigating complex stakeholder environments with strong communication and influencing abilities.
• Data Analysis & Insights: Proficient in SQL (intermediate level) and advanced in Google Sheets/Microsoft Excel, with hands-on experience in conducting in-depth data analysis to inform decision-making and uncover business opportunities.
• Language Proficiency: Fluent in English and Mandarin, with full business proficiency in both languages, enabling effective communication in a bilingual professional environment.
• Adaptability & Growth Mindset: Thrives in fast-paced, ambiguous environments, with a high level of ownership, adaptability, and a continuous learning mindset.

• Industry Experience: Experience in e-commerce, online marketplaces, or the internet/tech industry, particularly in roles related to strategy, operations, seller/merchant management, or product.
• Business Building & Scalability: Demonstrated experience in building business foundations from the ground up (0 to 1) and driving scalable growth strategies across complex, fast-moving environments.
• Cross-Regional Collaboration: Proven ability to collaborate with cross-functional and cross-regional teams, including senior stakeholders across different geographies and time zones, to align on shared goals and deliver impactful outcomes.
• Industry Knowledge: Familiarity with restaurant operations in the online food delivery space, including a solid understanding of the technical, product, and operational aspects that affect merchant performance and user experience.
• Analytical & Technical Acumen: Strong analytical thinking and problem-solving skills, with the ability to translate complex data into actionable insights. Experience building dashboards, using data tools, advanced SQL skills are a plus.
• Customer-Centric Mindset: A strong focus on merchant and end-user experience, with the ability to balance quality, scalability, and topline growth in program design and execution.