The Global Consumer CX Team owns the policies, insights, reporting, and planning behind all Membership-specific (non-trip) support experiences. Operating with a global-first, regionally nuanced mindset, we deliver a single, coherent support experience worldwide for our flagship subscription program, Uber One. We blend policy architecture, experience design, and single-threaded accountability to eliminate fragmentation, manage the persona Support P&L, and convert customer friction directly into upstream engineering and operational requirements.
About the RoleAs the Global Membership Program Leader , you will hold end-to-end accountability for the subscriber support journey across policy optimization, experience design, AI/automation, and upstream defect reduction. In this role, you will directly lead two specialized S4 Pillar Leads (Insights & Reporting and Policy, Content & Experience). You will serve as the primary CX thought partner to the Global Head of Membership & Loyalty, translating commercial strategy into high-value CX initiatives while partnering with Product and Tech teams to eliminate defects at the source.
What You'll Do- Direct Team Leadership: Manage, mentor, and empower two S4 Pillar Leads (Insights & Reporting and Policy, Content & Experience), overseeing global membership CX workstreams and executive reporting.
- Strategic Business Partnership: Partner closely with the Global Head of Membership & Loyalty to align CX strategy with commercial priorities, growth targets, and subscriber retention goals.
- Upstream Defect Reduction: Own the global tech and non-tech Defect Reduction (DR) roadmaps, leveraging data analytics to convert member friction into funded Product and Tech requirements.
- In-Scope Policy Optimization: Act as the decision-maker ("D") for non-trip membership support domains—including Cancellations, Refunds, Payments, and Uber One Partnerships/Benefits—continuously optimizing our harmonized global policy framework for quality and cost efficiency.
- P&L & Metric Ownership: Drive persona-level Support P&L performance and own core metrics, including Defect Rate, Contact Rate, TTR, ICR, 1* CSAT, and accountable iCSAT.
- AI & Automation Transformation: Scale next-generation conversational AI and self-service support flows, accelerating the transition to automated, AI-driven root-cause detection.
- Cross-Functional Governance: Consolidate the global performance narrative and manage centralized intake with Product, Tech, and Commercial teams, maintaining clear boundaries with GSO/Field Ops (who own operational BPO execution) and Consumer CX (who own trip/order tickets).
- Minimum 5 years of experience in CX Strategy, Product Operations, Operations, Commercial Strategy, or Program Management
- Bachelor's Degree
- Experience: 8+ years of experience in CX Strategy, Product Operations, Operations, Commercial Strategy, or Program Management (Bachelor's degree required).
- Advanced degree (Master of Business Administration - MBA or equivalent).
- Global People Management: Proven ability to hire, manage, and develop high-performing program leads or specialists across distributed global teams and differing time zones.
- Executive Stakeholder Influence: Exceptional capability to act as a trusted advisor to senior commercial leaders and influence Product/Tech roadmaps without direct authority.
- Analytical & P&L Acumen: Mastery of data-backed decision-making, Root Cause Analysis (RCA), and managing operational Support P&Ls and defect metrics.
- Strategic Vision & Execution: Ability to balance the need for global standardization with necessary local nuances, translating high-level strategy into tangible operational network realities.
- Resilience & Adaptability: Ability to navigate complex transitions and maintain business continuity for P0 projects while building out new long-term team charters.
- Experience operating as a Sr. Program Manager leading global portfolios, program frameworks, and direct specialist teams.
- Deep understanding of membership dynamics, payment/billing flows, loyalty programs, and retention levers.
- Experience optimizing global policy frameworks and deploying conversational AI, automated self-service, and digital support tools.
For New York City, NY-based roles: The base salary range for this role is USD $162,000 per year - USD $180,000 per year.
For San Francisco, CA-based roles: The base salary range for this role is USD $162,000 per year - USD $180,000 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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