Global Driver CX Innovator & Policy Lead

Uber; New York (NY); On-site; USD 146,000 - 180,000; Full time

Job summary

Uber is seeking a Global Driver CX Program Lead to own end-to-end policy optimization, experience design, AI/automation, and defect reduction for Driver Accounts. You will lead project pillar leads, partner with the Earner Experience Product team, and translate driver pain points into measurable improvements.

The role requires 5+ years in CX strategy or related fields, a Bachelor’s degree, and strong analytics with global program experience.

Qualifications

• Minimum 5 years of experience in CX Strategy, Product Operations, Operations, Commercial Strategy, or Program Management.
• Bachelor's Degree.
• Experience with Gen AI or LLMs, including gathering and analyzing data insights.
• Proven success with global program design and execution.
• Experience working in customer experience, support, or service operations.
• Ability to balance global standardization with regional nuance.
• 1+ years management experience.
• Ability to act as a trusted advisor to senior commercial leaders and influence Product/Tech roadmaps without direct authority.
• Mastery of data-backed decision-making and Root Cause Analysis.
• Experience optimizing global policy frameworks and deploying conversational AI, automated self-service, and digital support tools.
• 1+ years defining and executing large-scale customer or operational strategies.

Responsibilities

• Own the global Defect Reduction (DR) roadmaps and partner with Product teams to ensure support readiness for Driver Account feature launches.
• Act as the decision-maker for Driver Account issues, continuously optimizing our global policy framework for quality and cost efficiency.
• Drive core metrics for Account-related issues: Defect Rate, Contact Rate, Time To Resolution, 1* CSAT, and inferred CSAT.
• Scale next-generation conversational AI and self-service flows, enabling proactive issue prevention and resolution.

Skills

Customer-centric mindset

Analytics & problem-solving

Business acumen

Cross-functional leadership

AI/Gen AI thinking

Communication

Education

Bachelor's Degree

Tools

Gen AI / LLMs

Root Cause Analysis

Policy design

Job description

Uber is seeking a Global Driver CX Program Lead to own end-to-end policy optimization, experience design, AI/automation, and defect reduction for Driver Accounts. You will lead project pillar leads, partner with the Earner Experience Product team, and translate driver pain points into measurable improvements.

The role requires 5+ years in CX strategy or related fields, a Bachelor’s degree, and strong analytics with global program experience.