Global Program Lead - Delivery Fix Experience

About the Role

The GFX Product Lead for Delivery is accountable for product support ownership for the Uber Delivery domain, delivering scalable, high-quality support experiences that reduce customer friction and improve resolution outcomes. The role is also responsible for leading outage and crisis management within the EMEA time zone, ensuring timely global incident response and driving remediation planning and execution across regional stakeholders, with a focus on EMEA impact.

This role ensures strategic alignment across CommOps, Engineering, and Product stakeholders, enabling efficient issue resolution, high-quality support experiences, and reduced friction for customers and agents. The scope covers full lifecycle ownership of support operations from product ideation through anomaly detection, issue lifecycle management, incident response and resolution, with an emphasis on driving measurable improvements in speed, quality, and customer experience.

What You’ll Do

Product Technical Support Leadership – Delivery

• Define and execute the product support strategy for the Delivery domain, particularly for the Eater, Merchant, and Courier personas, aligned with global product roadmaps and Global Escalation goals.
• Drive improved performance of support KPIs and tech support efficiency (time to escalate, escalation rate, resolution time, mis-escalation rate, Time to T3, Eng SLA compliance)
• Ensure readiness of GFX Merchant, Earner & Consumer support teams (KRK, PHX, HYD) for new features, launches, and updates; coordinate global documentation, technical support tools, and training partners.
• Identify risks, gaps, and pain points across the support flow and work with Engineering and Product partners to resolve them at the root cause to reduce Tech Issue Inflow Rate
• Act as the subject matter expert (SME) for support processes across these product areas, driving roadmap input and escalation prioritization, and serving as the lead SME for Delivery-critical outages.

Critical Outage Management – EMEA

• Coordinate management of critical outages (CommOps response), ensuring EMEA response in collaboration with the Ops Commander team and Global Escalation Crisis Coordinators in APAC and US&C
• Own incident coordination for EMEA, ensuring timely updates, cross-functional alignment, accurate impact sizing, and remediation actions for large-scale outages
• Contribute to incident post-mortems and drive lessons learned into product and process improvements.
• Engage with global and regional CommOps, Product Quality, CSI, and Engineering stakeholders to ensure clear ownership and smooth handoffs during incidents.

Cross-functional and Stakeholder Leadership

• Work closely with GFX Program Managers, Ops Managers, and the Ops Commander team to ensure operational continuity and scalability.
• Champion quality of resolution, continuous improvement, and efficient feedback loops from the frontline to engineering.
• Provide product-specific support insights to influence design, feature prioritization, and defect reduction.
• Represent EMEA critical outage response and remediation with senior CommOps, Engineering, and Product leaders.

Basic Qualifications

• 8+ years of experience in technical program management, support operations, product support, or outage/crisis response roles.
• Proven ability to lead complex, cross-functional initiatives involving multiple stakeholder groups across time zones.
• Knowledge of technical product support systems, escalation processes, and incident management frameworks at Uber, a deep understanding of product architecture, common failure points, and customer use cases
• Experience supporting or working closely with Product and Engineering teams; ability to engage in technical problem-solving and delivering insights to influence prioritization and product roadmaps to improve customer experience.
• Support Strategy & Process Design - track record of designing and scaling support strategies that reduce escalated inflows, improve resolution times, and enhance customer satisfaction.
• Outstanding verbal and written communication skills; comfortable presenting to senior stakeholders.
• Analytical and systems-thinking mindset; confident using data to influence action and measure impact.

Preferred Qualifications

• Familiarity with support models for Merchant or B2B products, and/or ITIL, PMP, or equivalent certifications.
• Previous experience working within wider regions, preferably EMEA.

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 fuelds progress. What moves us, moves the world - let’s move it forward, together.

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.

*Accommodations may be available based on religious and/or medical conditions, or as required by applicable law. To request an accommodation, please reach out to accommodations@uber.com.