Global Head of Customer Experience Job Architecture, Development & Tooling

About the Role

Community Operations (CommOps) is seeking a visionary, strategic and execution-oriented senior leader to define and lead the global evolution of Uber’s Community Specialists Team (CST) — the employee base of ~8,000 entry-level roles that power our in-house customer experience network.

This leader will own the global strategy of job architecture, career development strategy, and enabling platforms that shape the present and future of the CST. As GenAI and automation rapidly transform customer support at scale, this role will define what the CST of the future looks like — including required competencies, proficiency models, career pathways, and the systems that enable performance and growth.

Reporting to the Director of CST Experience, you will serve as a core member of the CST Experience leadership team. You will operate with high autonomy and global scope, partnering closely with Field Operations, Product, Engineering, and the People org to ensure CST talent strategy, policy, and tooling are future-ready, scalable, and globally consistent.

This role combines strategic foresight, organizational design, program leadership, and operational governance. You will build the roadmap for how Uber attracts, develops, equips, and deploys one of its largest employee populations in an AI-enabled future.

About CST Experience:

CST Experience is a global program management team responsible for setting the strategy for job architecture, career development, policy, communications, engagement, and performance management for Uber’s Community Specialists Team (CST) — the thousands of entry-level roles within customer support and related operational functions.

As the customer support landscape rapidly evolves with GenAI and automation, CST Experience plays a critical role in future-proofing this workforce. The team ensures CST talent is equipped with the right skills, tools, and development pathways to deliver exceptional customer experiences while building sustainable careers within Uber.

About Community Operations (CommOps)

The Community Operations organization at Uber is responsible for delivering world-class customer support to riders, drivers, eaters, and couriers. Program Managers within Community Operations partner cross-functionally with operations leaders, engineering teams, and other organizations to build processes that enable an effortless, rapid, and efficient support experience.

CommOps develops support services for new products and initiatives while driving continuous improvement within existing support services. The organization operates at global scale and plays a central role in maintaining trust across the Uber platform.

About Uber

At Uber, we reimagine the way the world moves for the better. The idea was born on a snowy night in Paris in 2008, and ever since then, our DNA of reimagination and reinvention carries on. We’ve grown into a global platform moving people and things in ever-expanding ways, taking on big problems to help drivers, riders, delivery partners, and eaters make movement happen at the push of a button for everyone, everywhere.

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.

Uber is proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation

What You’ll Do:

Define and Evolve the Global CST Framework

1. Design and continuously refine CST job architecture to ensure Field Operations has the talent needed to deliver world-class support.
2. Own CST competency models, proficiency spectrum, and career path design across roles and sites.
3. Translate future-of-work and GenAI implications into updated role definitions, skill requirements, and development pathways (1-, 2-, and 5-year horizons).
4. Partner with the People organization to align compensation, recruiting profiles, leveling frameworks, and assessment strategies.
5. Govern site-level deviations and ensure global consistency with thoughtful local flexibility.

Lead CST Career & Skill Development Strategy

1. Define and operationalize the global career development strategy for CST.
2. Partner with L&D to design and deploy scalable learning programs that prepare CSTs to leverage GenAI, automation, and new workflows.
3. Establish clear pathways into Centers of Excellence (COEs) and adjacent roles across Uber.
4. Ensure performance management frameworks reinforce the required competencies of the future.

Own CST Policy & Governance Roadmap

1. Define and prioritize the CST employee policy roadmap (e.g., hybrid work, cybersecurity, time tracking, role transitions).
2. Standardize and operate global inflow/outflow governance for support flows across COEs and BPOs.
3. Create scalable intake → prioritization → execution → reporting workflows for CST-impacting initiatives.
4. Serve as PMO for cross-pillar initiatives impacting FieldOps processes, platforms, and policy.

Lead Global Tooling & Platform Enablement

1. Partner with Product and Engineering to design and deploy platforms that enhance onboarding, employment, performance management, and career development experiences for CSTs.
2. Lead global coordination of large-scale transitions (e.g., Oracle migration, organizational transitions, performance automation).
3. Ensure human capital management systems and support tooling are fit-for-purpose for an 8,000-person frontline population.
4. Drive automation and AI-enabled workflows that improve productivity and employee experience.

Operate as a Senior Leader in CommOps

1. Lead multi-tiered teams (manager-of-managers), setting clear direction and performance expectations.
2. Build strong business cases grounded in data and operational realities.
3. Partner cross-functionally with senior stakeholders across CommOps, Product, Engineering, and People.
4. Act as a thought leader on the future of scaled customer support organizations.

Basic Qualifications

1. 7+ years of experience in strategy, operations, program leadership, organizational design, or related fields.
2. 3+ years of experience leading multi-layered teams (manager-of-managers).
3. Demonstrated experience designing or evolving job architectures, competency models, or career frameworks at scale.
4. Experience leading complex, global, cross-functional programs impacting large employee populations.
5. Strong analytical skills and experience building data-driven business cases.
6. Experience partnering with HR/People functions on talent strategy, compensation alignment, or workforce planning.

Preferred Qualifications

1. Experience in large-scale customer support, operations, or service delivery organizations.
2. Deep understanding of how GenAI and automation are transforming frontline workforces.
3. Experience leading enterprise platform or HRIS transitions (e.g., Oracle, Workday, performance systems).
4. Track record of designing scalable governance models across regions or global sites.
5. Experience partnering with Product and Engineering teams on workflow or tooling enablement.
6. Ability to translate ambiguous future-state strategy into clear, executable roadmaps.
7. Executive presence and ability to influence senior leaders without direct authority.

For Chicago, IL-based roles: The base salary range for this role is USD$183,000 per year - USD$203,000 per year.

For San Francisco, CA-based roles: The base salary range for this role is USD$203,000 per year - USD$225,500 per year.

For all US locations, 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.