Global Driver CX Program Lead: AI-Driven Defect Reduction

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

Benefits offered by this job

Bonus program

Equity

401(k) plan

Benefits

Job summary

Uber Technologies Inc. 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 Pillar Leads and partner with Earner Experience Product teams to translate driver pain points into data-driven improvements and scalable solutions. You will drive metrics, shape global policy, and scale AI-enabled self-service to reduce inbound support while aligning with business goals and creating a

Qualifications

• Minimum 5 years of experience in CX Strategy, Product Operations, Operations, Commercial Strategy, or Program Management.
• Bachelor's Degree required.
• Experience with Gen AI or LLMs preferred; ability to analyze data insights and drive global program design.

Responsibilities

• Own upstream defect reduction roadmaps and partner with Product teams to ensure support readiness for Driver Account feature launches.
• Act as decision-maker for Driver Account issues and continuously optimize global policy framework for quality and cost efficiency.
• Drive core metrics for Account-related issues: Defect Rate, Contact Rate, Time To Resolution, CSAT.
• Scale AI and automation to enable proactive root-cause detection and self-service support.

Skills

Customer-centric mindset

Analytics & problem-solving

Business acumen

Cross-functional leadership

Innovative thinking

Communication

Education

Bachelor's degree

Tools

Gen AI / LLMs

Job description

Uber Technologies Inc. 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 Pillar Leads and partner with Earner Experience Product teams to translate driver pain points into data-driven improvements and scalable solutions. You will drive metrics, shape global policy, and scale AI-enabled self-service to reduce inbound support while aligning with business goals and creating a