About the role and team
Uber is reimagining the way the world moves — connecting people, products, and places every day at extra-ordinary scale. Our customer experience is a critical part of that promise: when millions of people rely on Uber, the experience they have with our products and support has to work in the real world, not just on paper.
Customer Advocacy & Solutions (CAS) sits closest to the customer. We see what is happening on the ground, understand where experiences break down, and bring that reality into the teams building Uber at global scale. We connect regional business priorities with our global customer experience, support, product, and technology engine — making sure global solutions work for customers in the markets where they are used, and making sure regional needs are reflected in what we build next.
The US&C team is a critical part of that mission. United States & Canada is one of Uber's largest and most strategically important regions, with enormous scale, complex market dynamics, and some of the most visible customer and business moments on the platform.
The Opportunity
As Regional Lead, Customer Advocacy & Solutions for US&C, you will lead the team responsible for bringing the US&C customer and business perspective into the global CX agenda — and turning that agenda into outcomes in the region.
You will be the senior CAS partner to US&C commercial and operational leaders, building a deep understanding of their strategy, growth priorities, and biggest customer opportunities. You will translate those priorities into clear customer experience and support requirements, determine what should be solved globally versus through regional execution, and bring the right partners together to get it done.
At the same time, you will lead the localization and in-market delivery of major global initiatives — from AI-powered customer support and new support technologies to global product and experience launches. You will help global teams understand where US&C requires a different approach, without creating unnecessary fragmentation, and ensure that what is built globally lands exceptionally well in the market.
This is also a role for someone who wants to operate where the business gets real. Your team will be the subject-matter experts on US&C regulatory requirements, market nuances, customer behavior, and region-specific topics. You will lead execution on high-profile market moments and locally driven programs, including major events, strategic partnerships, and other business-critical initiatives. And you will drive a disciplined focus on defect reduction — turning customer pain points and operational signals into improvements that make the Uber experience better.
What you’ll do
- Lead and develop a high-performing US&C CAS team, setting a clear direction and creating an environment where people can operate with strong judgment, pace, and accountability.
- Build trusted relationships with senior commercial and operational leaders across US&C, understand their priorities, and translate business strategy into customer experience and support needs.
- Own the regional perspective in global CX, bringing customer signals, frontline realities, regulatory considerations, and market context into global product, policy, automation, and experience decisions.
- Lead the localization and in-market execution of global programs, including AI-driven support experiences, automation, technology rollouts, and global product or experience launches.
- Decide when a problem needs a US&C solution versus when the right answer is to influence the global roadmap — and ensure the chosen path is executed well.
- Lead regional delivery for major market moments, strategic partnerships, acquisitions, and other US&C-specific programs where customer experience and operational readiness are critical.
- Drive in-market defect reduction across key customer journeys, partnering across cross-functionally to address root causes rather than symptoms.
- Create a strong feedback loop between the market and global teams: make the signal clear, get the right decisions made, and stay close enough to execution to ensure those decisions translate into better customer outcomes.
Basic Qualifications
- Minimum 6 in project/program management experience
- Bachelor's Degree or equivalent work experience
Preferred Qualifications
- 10+ years of professional experience in customer experience, operations, strategy, program management, or technology within a marketplace, platform, or multi-regional technology company.
- 3+ years of direct people management experience, including hiring, performance evaluation, and organizational development.
- 5+ years of experience managing programs specific to the US&C market, including direct engagement with regional compliance, regulatory standards, and operational models.
- Demonstrated track record of leading AI-driven customer support, CX automation, or technology-enabled support implementations in direct partnership with Product and Engineering teams.
- Documented experience leading end-to-end strategy and execution for high-visibility market launches, strategic partnerships, or post-acquisition integrations.
- Hands-on experience using analytical tools (e.g., SQL, Tableau, Excel) and core operational metrics (e.g., CSAT, NPS, contact rate, defect rate, SLA) to identify root causes and prioritize program roadmaps.
- Experience leading cross-functional alignment and presenting strategy to senior executive leadership (Director/VP level) across Commercial, Operations, Product, Engineering, Safety, and Legal teams.
- Track record of designing and implementing global-to-regional governance frameworks, operating rhythms, and feedback loops between regional business units and centralized global product/operations teams.
- Master of Business Administration (MBA) or equivalent advanced degree in a relevant field.
For New York City, NY-based roles: The base salary range for this role is USD $203,000 per year - USD $225,000 per year.
For San Francisco, CA-based roles: The base salary range for this role is USD $203,000 per year - USD $225,000 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.
About UsReady 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.
Uber New York, New York, USA Office
Uber's a hybrid work environment and employees target spending 50% of their time in the office.
Uber New York, New York, USA Office
New York, United States
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