As the Global Consumer CX Program Lead (L5), you will define and drive the end-to-end support strategy and customer experience for Consumers globally within our Post-Order Consumer CX vertical, ensuring that support is not only high-quality and scalable, but also a direct lever for sustainable business growth. This role sits at the intersection of CX Strategy, Policy, Product, Tech, and Operations. As the primary point of contact for Product, Tech, and Global POCs, you hold end-to-end responsibility for the customer experience and policy design & execution—ensuring that consumer friction points are systematically identified and converted directly into funded upstream engineering requirements, automated resolutions, and harmonized policies.
Success in this role requires a unique combination of strategic thinking, deep customer empathy, and strong analytical and product instincts. You will take full accountability for the end-to-end Consumer policy design & execution and customer experience, spearheading company-wide upstream Defect Rate reduction. Operating as a senior individual contributor in a highly matrixed, global environment where influence—not authority—is key, you will orchestrate alignment across diverse stakeholders (Product, Engineering, Regional Ops, CommOps, and Commercial teams) while ensuring global consistency is balanced with local market adaptability.
This is a highly visible role with strong exposure to senior leadership and the opportunity to shape how Uber leverages policy governance, AI-first customer resolution, and product innovation to transform the consumer experience at global scale.
What You’ll Do- Drive End-to-End Persona Strategy: Create and own the comprehensive consumer support strategy, journey architecture, and quality definitions across both AI-led and human-assisted contact channels for all key customer segments.
- Lead Upstream Defect Reduction (DR): Own and drive the global tech and non-tech DR roadmaps as the primary owner of upstream defect rate reduction across the company, eradicating customer friction at the root source.
- Own Policy Design & Execution (“The D”): Serve as the global decision-maker on Consumer support policies. Own the complete policy catalogue, establish universal financial impact guardrails (refund drivers, concession thresholds, cost of contacts), and lead rigorous policy impact analyses.
- Deliver on Core Persona & Experience Metrics: Hold single-threaded accountability for the overall customer experience scorecard, tracking and moving the needle on overall Defect Rate reduction, Contact Rate (CR), 1★ CSAT, iCSAT, Time to Resolution (TTR), and measurable journey improvements.
- Serve as Centralized XFN Interface: Consolidate the global performance narrative and champion prioritized regional needs through a unified intake process with Product, Tech, Global Ops, and Commercial teams—converting customer friction directly into funded engineering backlogs.
- Quarterback Persona Policies: Maintain deep subject matter expertise across the consumer policy catalogue, influencing cross-functional partners upstream and downstream to ensure policies are executed flawlessly and deliver the intended customer experience.
- 6+ years of experience in CX Strategy, Product Operations, Operations, Commercial Strategy, or Program Management.
- Bachelor's Degree.
- Analytical & Defect Acumen: Mastery of data-backed decision-making, Root Cause Analysis (RCA), and connecting operational metrics (Defect Rate, Contact Rate, CSAT, TTR) to business and customer outcomes.
- Strategic Vision & Execution: Ability to balance the need for global standardization with necessary local nuances, translating high-level strategy into tangible operational network realities.
- Resilience & Adaptability: Ability to navigate complex transitions and maintain business continuity for P0 projects while building out new long-term team charters.
- Portfolio & Program Leadership: Experience operating as a Sr. Program Manager leading complex global portfolios, governance frameworks, and high-impact cross-functional workstreams as a senior individual contributor.
- Education: Advanced degree (Master of Business Administration - MBA or equivalent).
- Executive Stakeholder Influence: Exceptional capability to act as a trusted advisor to senior commercial leaders and influence Product/Tech roadmaps without direct authority.
- Post-Order Lifecycle & Defect Acumen: Deep understanding of consumer behavior, on-demand marketplace dynamics, retention levers, and root causes of post-order customer defects (e.g., Never Received Order, Food Taste & Quality Issues, item-level disputes, and billing/refund flows).
- Policy & AI Modernization: Proven experience optimizing and designing global policy frameworks, with hands-on experience deploying conversational AI, automated self-service, and digital support tools.
- Direct Experience Ownership: Own and shape the global Consumer support strategy and policy design & execution end-to-end for our Post-Order Consumer CX vertical.
- Upstream Defect Eradication & Tech Influence: Serve as the chief intake engine translating consumer friction into funded product and engineering roadmaps, leading tech and non-tech initiatives to eliminate defects at the source and drive company-wide Defect Rate reduction.
- AI-First Transformation: Lead the transition to next-generation AI and automated self-service customer experiences at massive scale.
- Executive Visibility: High-exposure role partnering regularly with senior leadership and cross-functional teams worldwide.
About Us
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.
Skills Required
- 6+ years of experience in CX Strategy, Product Operations, Operations, Commercial Strategy, or Program Management
- Bachelor's degree
- Mastery of data-backed decision-making, root cause analysis, and operational metrics
- Ability to balance global standardization with local market requirements
- Ability to navigate complex transitions and maintain business continuity for priority projects
- Experience leading complex global portfolios, governance frameworks, and cross-functional workstreams as a senior individual contributor
- Advanced degree such as an MBA or equivalent
- Ability to influence senior commercial leaders and Product and Technology roadmaps without direct authority
- Deep understanding of consumer behavior, on-demand marketplaces, retention levers, and post-order customer defects
- Experience designing global policy frameworks and deploying conversational AI, automated self-service, or digital support tools
Uber Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Uber and has not been reviewed or approved by Uber.
-
Parental & Family Support — Policies provide a minimum of fully paid parental leave for all parents and financial support for fertility, adoption, and surrogacy, with added credits to ease the transition. Programs extend to family medical leave and parenting support resources, indicating depth beyond baseline offerings.
-
Healthcare Strength — Healthcare coverage is described as comprehensive across many countries, with medical, dental, vision, life, disability, and mental health benefits, plus allowances where direct plans are not available. Wellness programs and reimbursements further reinforce access to care.
-
Wellbeing & Lifestyle Benefits — Monthly ride and meal credits, free office meals/snacks, fitness stipends, onsite gyms, and wellbeing reimbursements create meaningful everyday value. Home‑office stipends, travel medical coverage, and counseling support round out lifestyle-oriented perks.
Uber Insights
What We Do
We are Uber. The go-getters. The kind of people who are relentless about our mission to help people go anywhere and get anything. Movement is what we do. It’s our lifeblood. It runs through our veins. It’s what gets us out of bed each morning. It pushes us to constantly reimagine how we can move better. For you. For all the places you want to go. For all the things you want to get. For all the ways you want to earn. Across the entire world. In real-time. At the incredible speed of now.
Why Work With Us
We welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently. If you have the curiosity, passion, and collaborative spirit, work with us, and let’s move the world forward, together.
Gallery
