Global Driver CX & AI Strategy Lead

Uber; United States; On-site; USD 146,000 - 180,000; Full time

Benefits offered by this job

Bonus program

Equity award

401(k) plan

Job summary

Uber seeks a Global Driver CX Program Lead to own end-to-end driver account policy optimization, experience design, AI/automation, and defect reduction. You will lead Pillar Leads and partner with Earner Experience Product to translate pain points into improvement opportunities.

Requirements include 5+ years in CX Strategy or PM/Operations, a Bachelor's degree, and strong cross-functional leadership with a bias for data-driven decisions.

Qualifications

• Deep knowledge of customer experience and solving user pain points.
• Expert analytical and critical thinking; data-driven solutions.
• Excellent understanding of the rideshare business and financial impact.
• Proven ability to manage and influence senior leaders across functions.
• Curious and future-oriented; AI-forward thinking.
• Ability to develop and deliver executive-ready communications.

Responsibilities

• Own defect reduction roadmaps and partner with Product teams for launches.
• Act as decision-maker for Driver Account issues, optimizing policy.
• Drive metrics: Defect Rate, Contact Rate, Time To Resolution, CSAT.
• Scale AI and automation, building strategies for proactive resolution.

Skills

Customer-Centric Mindset

Analytics & Problem-Solving

Business Acumen

Cross-Functional Leadership

Innovative Thinking

Communication

Education

Bachelor's Degree

Job description

Uber seeks a Global Driver CX Program Lead to own end-to-end driver account policy optimization, experience design, AI/automation, and defect reduction. You will lead Pillar Leads and partner with Earner Experience Product to translate pain points into improvement opportunities.

Requirements include 5+ years in CX Strategy or PM/Operations, a Bachelor's degree, and strong cross-functional leadership with a bias for data-driven decisions.