Global Direct CX Program Lead - Community Operations

About the Role:

The Program Lead role for Global Direct is an exciting opportunity to shape the customer experience strategy in one of our new and high growth Uber businesses. This role will lead a small global team reporting into the Global Direct CX Director, and will play a critical part in building and elevating the end-to-end customer experience for Direct.

You will partner closely with Tech, a network of regional CommOps POCs, and CommOps functional teams (GDX, GSO, Central CommOps) to define a vision and strategy that will  continually improve the experience for merchants, couriers, and eaters using Uber direct. This role blends strategic thinking, customer empathy, strong analytical and product sense, and the ability to orchestrate alignment across a highly matrixed organization, combining a global approach with local nuances.

The ideal candidate is passionate about providing a stellar customer experience; is highly skilled at strategic thinking and project management, and will rely on thought leadership to influence and drive meaningful results across the organisation.

What You'll Do:

Persona Strategy, Segmentation & Performance Management

• Strategic alignment: Articulate a clear, forward-looking Global Direct CX strategy aligned with CommOps and company priorities and incorporating all regional needs and inputs.
• Tech Roadmap: Lead the global alignment, prioritisation and delivery of the global tech roadmap for direct along with key partners in product and tech orgs.
• End to End Experience: Identify key experience gaps, emerging trends, and drivers of customer satisfaction to inform strategy and roadmap decisions whilst highlighting regional variations and opportunities for improvement.
• Global Direct Ops Stakeholder: The face of CommOps for the global direct business. You will partner with the ops team on globally defects and operational challenges and leverage the CommOps network to deliver.
• Global Reporting: Own tracking, reporting, and performance insights for direct globally, enabling data-driven prioritization and experience improvements.

Product & Tech Partnership

• Roadmap Strategy: Collaborate closely with tech teams on the Customer Obsession,  Direct and Direct core producttech roadmaps and priorities, ensuring that the strategy and desired end to end experience is reflected in the roadmap
• Tech Roll Outs: Shape the success criteria for new and untested tech ensuring consistent and high-quality rollouts across markets
• Insights: Lead the discovery stages of tech building, highlighting pain points with the Tech teams and articulating the solutions which will lead to an experience upgrade.

Cross-Regional Enablement, Best Practices & Policy Optimisation

• Global thought Leadership: Build and maintain a global community of direct POCs, driving best practice sharing and cross-pollination across regions, surfacing common challenges, and aligning regions on consistent approaches
• Program Ownership: Lead global first programs aimed to lift the experience across the regions and target high impact areas.
• Policy Ownership: Lead policy standardisation and optimisation, identifying policies that require redesign or simplification and coordinating efforts to improve customer outcomes globally. Partner with regions to ensure policy changes are practical, aligned, and grounded in customer and operational reality.

Basic Qualifications:

• Minimum 6 years in project/program management experience
• Bachelors Degree

Preferred Qualifications:

• Customer-Centric Mindset: Deep understanding of customer experience and a passion for solving user pain points
• Analytics & Problem-Solving Excellence: Strong analytical and critical thinking skills; ability to break down complex problems and propose data-driven solutions, as well as ability to zoom out to define strategy while also diving into data, metrics, and operational inputs
• Business Acumen: Understanding of the global direct landscape, the different merchant archetypes that exist across the regions and the business and growth goals of the regional GMs. Ability to align direct experience improvements with broader business goals and financial impact
• Cross-Functional Partnerships & Leadership: Proven ability to manage and influence without authority stakeholders across functions, markets, and seniority levels
• Innovative Thinking: Curious and future-oriented; comfortable challenging the status quo and leading with tech-forward thinking, especially in AI

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 Washington, DC-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.