Director, GDX Global Standards

About the Role

The Director of Global Standards leads Uber's global effort to deliver consistent, high-quality customer and agent experiences by driving standardization, quality, and simplification across Customer Support technologies and operations.

As part of the Global Digital Experiences (GDX) leadership team, this leader acts as the bridge between CommOps and Customer Obsession Product team, ensuring that every support product and policy launched globally is reliable, scalable, and user-centered.

The Director of Global Standards will oversee a large, distributed organization spanning User Acceptance Testing, Usability, Product Evangelism, Global First Product Operations, and support policy Optimisation. Each of these programs plays a critical role in enabling Uber's transition to tech-first, AI-powered customer support.

What You'll Do

Define and execute the Global Standards strategy that advances Uber's vision to unlock transformative, global-first technology and operations for customer support through quality, standardization, and simplification

Lead and coach senior managers and program leaders overseeing several specialized global programs:

- User Acceptance Testing: Modernize Product Quality and Product Risk processes with automation and AI to ensure stable, high-quality launches
- Usability: Drive user-centered design through scalable usability research and actionable insights
- Product Evangelism: Accelerate adoption and awareness of customer support tech
- Global First Product Operations: Enable rapid, high-quality global rollouts through process design and portfolio management
- Policy Optimisation: Simplify, align, and govern tech-first and global-first support policies across markets, enabling automation and AI-readiness

Lead and coach a large global team, including managers and program leads, fostering a culture of innovation, inclusion, and accountability

Partner with Product and CommOps teams to ensure readiness, quality, and alignment on Product launches

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Uber's mission is to reimagine the way the world moves for the better. Here, bold ideas create real-world impact, challenges drive growth, and speed fuels progress. What moves us, moves the world - let's move it forward, together.

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.

Offices continue to be central to collaboration and Uber's cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role.