Global Consumer CX & Policy Lead

Uber Technologies Inc.; Ciudad de México; On-site; MXN 3,352,000 - 4,842,000; Full time

Job summary

Uber Technologies Inc. in Mexico City is seeking a Global Consumer CX Program Lead (L5) to define and drive end-to-end support strategy for Consumers globally within the Post-Order Consumer CX vertical, ensuring scalable, high-quality experiences that fuel sustainable growth.

You will partner with Product, Tech, Regional Ops, and Commercial teams to reduce defects, shape policy, and translate friction into funded engineering work, while maintaining a strong customer-centric focus and AI-first

Qualifications

• 6+ years of experience in CX Strategy, Product Operations, Operations, Commercial Strategy, or Program Management.
• Bachelor's Degree.
• Analytical & Defect Acumen: Mastery of data-backed decision-making, Root Cause Analysis (RCA), and connecting operational metrics (Defect Rate, Contact Rate, CSAT, TTR) to business and customer outcomes.
• 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.
• Portfolio & Program Leadership: Experience operating as a Sr. Program Manager leading complex global portfolios, governance frameworks, and high-impact cross-functional workstreams as a senior individual contributor.

Responsibilities

• Drive End-to-End Persona Strategy: Create and own the comprehensive consumer support strategy, journey architecture, and quality definitions across both AI-led and human-assisted contact channels for all key customer segments.
• Lead Upstream Defect Reduction (DR): Own and drive the global tech and non-tech DR roadmaps as the primary owner of upstream defect rate reduction across the company, eradicating customer friction at the root source.
• Own Policy Design & Execution (“The D”): Serve as the global decision-maker on Consumer support policies. Own the complete policy catalogue, establish universal financial impact guardrails (refund drivers, concession thresholds, cost of contacts), and lead rigorous policy impact analyses.
• Deliver on Core Persona & Experience Metrics: Hold single-threaded accountability for the overall customer experience scorecard, tracking and moving the needle on overall Defect Rate reduction, Contact Rate (CR), 1 CSAT, iCSAT, Time to Resolution (TTR), and measurable journey improvements.
• Serve as Centralized XFN Interface: Consolidate the global performance narrative and champion prioritized regional needs through a unified intake process with Product, Tech, Global Ops, and Commercial teams—converting customer friction directly into funded engineering backlogs.
• Quarterback Persona Policies: Maintain deep subject matter expertise across the consumer policy catalogue, influencing cross-functional partners upstream and downstream to ensure policies are executed flawlessly and deliver the intended customer experience.

Skills

CX Strategy

Product Operations

Operations

Commercial Strategy

Program Management

Education

Bachelor's Degree

MBA

Job description

Uber Technologies Inc. in Mexico City is seeking a Global Consumer CX Program Lead (L5) to define and drive end-to-end support strategy for Consumers globally within the Post-Order Consumer CX vertical, ensuring scalable, high-quality experiences that fuel sustainable growth.

You will partner with Product, Tech, Regional Ops, and Commercial teams to reduce defects, shape policy, and translate friction into funded engineering work, while maintaining a strong customer-centric focus and AI-first