Program Leader, Global Membership CX

Job description

About the Team 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 Role As 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).

Basic Qualifications

Minimum 5 years of experience in CX Strategy, Product Operations, Operations, Commercial Strategy, or Program Management Bachelor's Degree

Preferred Qualifications

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.

Responsibilities

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

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.