Job Description

About the role

As an L5 Program Leader in the Global Earner Experience team, you will have end-to-end accountability for defined Earner issue categories and experiences across the journey for the Delivery business. You will build a fact-based view of where the experience is breaking down, diagnose root causes across the core product and support ecosystem, and define a portfolio of solutions that reduces defects and improves Earner and operational outcomes.

This role sits at the intersection of Customer Experience, Product, Policy, Operations, Analytics, Automation, and regional teams. You will connect Earner insights and operational data to the product and support roadmap, ensuring that the highest-impact problems are clearly understood, prioritized, and solved. You will help shape new experiences before launch, improve existing journeys after launch, and build the operating mechanisms required to sustain quality at scale.

The Program Leader is expected to operate with significant autonomy: shaping ambiguous problems, influencing priorities without direct authority, mobilizing global cross-functional teams, and maintaining accountability from diagnosis through implementation and measurable results. A core part of the role will be helping the organization evolve toward increasingly technology- and AI-enabled support while protecting experience quality.

What you will do

Own end-to-end Earner journeys and drive defect reduction

• 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.

Shape product planning and launch readiness

• 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.

Lead support automation and policy transformation

• 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.

Build operating models and enable the organization

• 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.

What you will need

• 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.

Basic Qualifications

• 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.

Preferred Qualifications

• 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.

For Chicago, IL-based roles: The base salary range for this role is USD $146,000 per year - USD $162,000 per year.

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.

Ready 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.