[Skip to main content](#main-content) [OpenNash Jobs](https://jobs.opennash.com/) [Hiring report](/reports/hiring/) · [All Uber jobs](https://jobs.opennash.com/companies/uber/) · [Search jobs](/search/) Uber · New York, NY # Program Leader, Global Membership CX New York City, NY, United States Full-time $162,000 per year Operations Listed on Uber’s official careers site. Posted September 30, 2026. Check that it is still open and apply there. [Apply on Uber’s careers site →](https://iaziqy.fa.ocs.oraclecloud.com/hcmUI/CandidateExperience/en/sites/UberCareers/job/302484) [OpenNash Jobs](https://jobs.opennash.com/) / [Uber](https://jobs.opennash.com/companies/uber/) / 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. ## At a glance - Posted by the employer: Sep 30, 2026 - First seen by OpenNash: Oct 19, 2026 - Last checked: Oct 19, 2026 - Listed for: 19 days - Location: New York City, NY, United States - Employment type: Full-time - Pay: $162,000 per year[Apply on Uber’s careers site →](https://iaziqy.fa.ocs.oraclecloud.com/hcmUI/CandidateExperience/en/sites/UberCareers/job/302484) ## More jobs at Uber ### [Manager, Strategic Operations, Merchant Self Serve](https://jobs.opennash.com/companies/uber/jobs/d925996ed0a06ba95b21/) New York City, NY, United States ### [Oracle People System Release, Environment and Platform Governance Lead](https://jobs.opennash.com/companies/uber/jobs/49bdafb0f6e8fa1b8393/) New York City, NY, United States ### [Product Operations Manager - Offers Platform & Optimization](https://jobs.opennash.com/companies/uber/jobs/be798c43643b1f7a2868/) New York City, NY, United States ### [Senior Central Operations Manager, AM Tooling & Digital Transformation – Expansion Central Ops](https://jobs.opennash.com/companies/uber/jobs/9fbae5985dd1949e7eda/) New York City, NY, United States ### [Senior Strategic Operations Associate, Uber for Business](https://jobs.opennash.com/companies/uber/jobs/2bd22872607deca8d2fe/) New York City, NY, United States ## Similar jobs at other companies ### [Global OPEX Leader- Golf Pride](https://jobs.opennash.com/companies/eaton/jobs/677ad28b48c4c9d79928/) Eaton · Pinehurst, North Carolina, USA ### [CIB Finance & Business Management Global Program Mgmt, NA](https://jobs.opennash.com/companies/jpmorganchase/jobs/11048efc1f402d4d7d8d/) JPMorganChase · Newark, DE, United States ### [Business Program Manager Global Payroll](https://jobs.opennash.com/companies/microsoft/jobs/24eb4e9c4bac359030e0/) Microsoft · United States, Georgia, Atlanta, Washington, Redmond ### [Asset Management Global Liquidity & Cash - Program Analyst (Client Advisor)](https://jobs.opennash.com/companies/jpmorganchase/jobs/308305f3d6183a3d868d/) JPMorganChase · New York, NY, United States ### [Global Datacenter Engineer Sr Lease Program Manager-AI](https://jobs.opennash.com/companies/microsoft/jobs/6e247cd7c4e83930cb46/) Microsoft · United States, Multiple Locations OpenNash lists jobs from employers’ own careers sites and does not handle applications. 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