Note: The job is a remote job and is open to candidates in USA. Uber is a technology and marketplace company seeking a Program Leader to own defined Earner issue categories and experiences across the Delivery journey. The role will diagnose root causes, drive defect reduction, shape product and launch planning, lead support automation and AI-enabled solutions, and mobilize global cross-functional teams to improve customer and operational outcomes.

Responsibilities

• Build a transparent, fact-based view of priority Earner journeys, from upstream product defects through support and final resolution
• Identify what works well, where Earners experience friction, and the root causes across Product, Policy, Operations, Support, Automation, and Agent processes
• Establish reliable baselines and success metrics for priority experiences, using measures such as defect rate, contact volume, resolution, CSAT, recontact, cost, and automation performance
• Build defect reduction into the operating rhythm by identifying the largest pain points, sizing their impact, and driving durable fixes rather than relying only on downstream support recovery
• Translate Earner insights, journey gaps, and support data into clear product and CX opportunities, and bring them into planning and prioritization discussions
• Partner with Product, Tech, Operations, Analytics, Policy, and regional teams to shape solutions that address both upstream product defects and downstream support breakages
• Represent the Earner support experience in new product and feature development, ensuring support requirements, edge cases, operational dependencies, and success measures are considered early
• Drive CX readiness for launches through policy mapping, agent readiness, testing, issue identification, escalation, rollout planning, and post-launch performance monitoring
• Drive the evolution of Earner support experiences through automation and AI-enabled solutions
• Partner across Policy, Product, Tech, Operations, and regional teams to redesign and simplify support journeys, balancing experience quality, operational efficiency, and scalability
• Ensure automated experiences are grounded in clear policy intent, robust testing, appropriate agent handoffs, and measurable quality standards
• Use launch learnings, defects, and performance data to continuously improve automated and agent-assisted experiences after rollout
• Create clear engagement models, roles and responsibilities, and operating mechanisms across teams that jointly own the Earner experience across Delivery and Mobility platforms
• Build subject-matter expertise within the organization by codifying journey knowledge, sharing insights, and connecting teams to the right functional and regional experts
• Create repeatable ways of working that enable teams to collaborate effectively across global and regional structures, particularly where ownership spans multiple businesses or functions
• Run effective operating rhythms for priority programs, including progress reviews, leadership updates, risk management, and decision-making forums

Skills

• Customer-centric: Keeps the Earner experience at the center of decisions and can balance customer, business, and operational considerations
• Structured problem solving: Breaks down complex and ambiguous problems into clear diagnoses, hypotheses, priorities, and actions
• Data and insight literacy: Uses quantitative and qualitative evidence to build baselines, size impact, identify root causes, and evaluate outcomes
• Product and technology orientation: Understands how product, automation, and AI can remove defects and transform support experiences; comfortable partnering deeply with Product and Tech
• Program leadership: Creates structure across complex, multi-workstream programs and drives teams from strategy through execution and measurable results
• Stakeholder management and influence: Aligns and mobilizes senior, cross-functional, and regional stakeholders without direct authority
• Clear and concise communication: Distills complexity into sharp narratives, recommendations, decisions, and executive-ready updates
• Strong ownership and follow-through: Holds the thread across teams and over time, proactively surfaces risks, and drives closure
• Minimum 5 years of professional experience in program management, product operations, strategy & operations, customer experience, or management consulting
• Bachelor's degree or equivalent professional experience
• 8+ years of professional experience in program management, product operations, strategy & operations, customer experience, or management consulting
• Background in management consulting (Operations/Strategy focus), Product Operations, or Customer Experience within a technology or marketplace business
• Hands-on experience with technology-forward customer support solutions, including GenAI, support automation, conversational experiences, or policy automation
• Experience using operational data, SQL, analytics platforms, or data visualization tools to independently diagnose root causes and govern program performance
• Experience with customer journey mapping, defect reduction, contact center operations, support policy design, or customer experience architecture
• Experience partnering with Product and Tech teams on product planning, experimentation, testing, launch readiness, and post-launch improvement
• Experience navigating complex, matrixed global organizations across multiple regions and functions
• Experience leading complex cross-functional programs with measurable customer or operational outcomes

Benefits

• For all US locations, you will be eligible to participate in Uber's bonus program.
• For all US locations, you may be offered an equity award & other types of comp.
• All full-time employees are eligible to participate in a 401(k) plan.

Company Overview

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