Global Direct CX Program Lead - Community Operations

About the Role:

The Program Lead role for Global Direct is an exciting opportunity to shape the customer experience strategy in one of our new and high growth Uber businesses. This role will lead a small global team reporting into the Global Direct CX Director, and will play a critical part in building and elevating the end-to-end customer experience for Direct.

You will partner closely with Tech, a network of regional CommOps POCs, and CommOps functional teams (GDX, GSO, Central CommOps) to define a vision and strategy that will continually improve the experience for merchants, couriers, and eaters using Uber direct. This role blends strategic thinking, customer empathy, strong analytical and product sense, and the ability to orchestrate alignment across a highly matrixed organization, combining a global approach with local nuances.

The ideal candidate is passionate about providing a stellar customer experience; is highly skilled at strategic thinking and project management, and will rely on thought leadership to influence and drive meaningful results across the organisation.

What You'll Do:

Persona Strategy, Segmentation & Performance Management

- Strategic alignment: Articulate a clear, forward-looking Global Direct CX strategy aligned with CommOps and company priorities and incorporating all regional needs and inputs.
- Tech Roadmap: Lead the global alignment, prioritisation and delivery of the global tech roadmap for direct along with key partners in product and tech orgs.
- End to End Experience: Identify key experience gaps, emerging trends, and drivers of customer satisfaction to inform strategy and roadmap decisions whilst highlighting regional variations and opportunities for improvement.
- Global Direct Ops Stakeholder: The face of CommOps for the global direct business. You will partner with the ops team on globally defects and operational challenges and leverage the CommOps network to deliver.
- Global Reporting: Own tracking, reporting, and performance insights for direct globally, enabling rel="nofollow" target="_blank">https://jobs.uber.com/en/benefits.

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.