Global Driver CX Lead: AI, Policy & Defect Reduction

Uber; San Francisco (CA); On-site; USD 162,000 - 180,000; Full time

Benefits offered by this job

Bonus program

Equity award

401(k) plan

Benefits

Job summary

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

You will own metrics for account issues, drive AI-enabled support transformations, and harmonize a global policy framework while balancing regional nuance across markets.

Qualifications

• Minimum 5 years of experience in CX Strategy, Product Operations, Operations, Commercial Strategy, or Program Management
• Bachelor's Degree

Responsibilities

• Own upstream Defect Reduction roadmaps and partner with Product teams for Driver Account feature launches.
• Act as decision-maker for Driver Account issues, optimizing global policy framework.
• Drive core metrics for Account issues: Defect Rate, Contact Rate, Time To Resolution, 1* CSAT, inferred CSAT.
• Scale AI and automation to enable proactive root-cause detection and self-service support flows.

Skills

Customer-Centric Mindset

Analytics & Problem-Solving

Business Acumen

Cross-Functional Leadership

Innovative Thinking (AI)

Communication

Gen AI / LLMs

Program Management

Education

Bachelor's Degree

Job description

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

You will own metrics for account issues, drive AI-enabled support transformations, and harmonize a global policy framework while balancing regional nuance across markets.