Program Lead, Airports & Venues CX

As the Program Lead for Airports & Venues CX, you will own the Global Strategy of Record for one of Uber’s most high-stakes and operationally complex topics. This role serves as the critical strategic bridge between global leadership and regional execution, architecting the vision to radically transform the airport and venue experience.

You are responsible for identifying systemic friction, architecting defect-reduction frameworks, and implementing global policies at scale. This is a role for a high-potential self-starter who excels at navigating senior-level stakeholder environments and translating complex customer data into scalable operational solutions across multiple time zones.

What You Will Do

1. Strategy of Record: Architect and maintain the global strategic roadmap for the Airports & Venues experience, ensuring alignment between regional operational needs and global scaling objectives.
2. Defect Reduction at Scale: Lead the end-to-end identification and elimination of customer experience defects. You will move beyond "fixing tickets" to designing systemic solutions that aim to prevent issues before they occur.
3. Product & Tech Partnership: Collaborate closely with Product and Tech teams to advocate for specific requirements. You will influence technical roadmaps to improve the core customer journey and automate support workflows.
4. Dashboards & Alerting: Design and manage sophisticated reporting mechanisms and real-time alerting systems to identify experience dips globally.
5. Policy & Segmentation: Develop specialized customer support policies and segmentation strategies. You will look into the "why" behind customer behavior to radically improve experience through tailored service models.
6. Operational Implementation: Drive the transition from manual, bespoke fixes to automated, high-scale support models that function across diverse international markets.
7. Senior Stakeholder Liaison: Act as the primary interface for Global and Regional leadership, negotiating complex trade-offs and driving executive-level consensus on policy and resource allocation.

Basic Qualifications

1. 5+ years of professional experience in Management Consulting, Corporate Strategy, or Global Operations.
2. Strategic Execution: Proven track record of defining a "Strategy of Record" and implementing it across a matrixed, global organization.
3. Problem Solving: Demonstrated ability to bring structure to highly ambiguous, unstructured problems and deliver "best-in-class" operational frameworks.
4. Global Fluency: Proven ability to work autonomously across disparate time zones and adapt global strategies to local market nuances.

Preferred Qualifications

1. Top-Tier Strategy Background: Prior experience at a leading global consulting firms, high-growth tech leader, or premium travel/hospitality brand focused on operational transformation or large-scale customer experience.
2. Advanced Degree: MBA from a top-tier institution.
3. Analytical Mastery: Expert proficiency in data synthesis and SQL; ability to build complex dashboards and ROI models to drive multi-million dollar operational decisions.
4. Senior Stakeholder Management: Extensive experience influencing Director and VP-level leadership and managing high-stakes relationships.
5. B2B & High-Stakes Support: Experience managing complex B2B support ecosystems or high-touch customer segments (e.g., Luxury, Travel, or Logistics).
6. Cross-Functional Influence: Proven success in partnering with Product and Tech organizations to deliver customer-facing improvements and structural efficiency.

For New York, NY-based roles: The base salary range for this role is USD$162,000 per year - USD$180,000 per year.

You will be eligible to participate in Uber's bonus program, and may be offered an equity award & other types of comp. All full-time employees are eligible to participate in a 401(k) plan. You will also be eligible for various benefits. More details can be found at the following link https://jobs.uber.com/en/benefits.

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 fuels progress. What moves us, moves the world - let's move it forward, together.

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.

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.