Global Driver CX Program Lead (Policy & AI)

Uber Technologies Inc.; New York (NY); On-site; USD 162,000 - 180,000; Full time

Benefits offered by this job

Bonus program

Equity awards

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, and AI/automation for Driver Accounts.

You will lead project pillar leads and partner with the Earner Experience Product team to translate driver pain points into defect-reduction opportunities. The role focuses on upstream defect reduction, global policy harmonization, metric ownership, and scaling AI-enabled self-service to improve the driver experience and reduce support

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.

Responsibilities

• Own upstream defect reduction roadmaps and partner with Product teams for support readiness.
• Act as decision-maker for Driver Account issues, optimizing global policy framework.
• Drive core metrics such as Defect Rate, Contact Rate, Time To Resolution, CSAT.
• Scale AI and automation to enable proactive, AI-driven root-cause detection.

Skills

Customer experience

Analytics & problem solving

Cross functional leadership

Executive 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, and AI/automation for Driver Accounts.

You will lead project pillar leads and partner with the Earner Experience Product team to translate driver pain points into defect-reduction opportunities. The role focuses on upstream defect reduction, global policy harmonization, metric ownership, and scaling AI-enabled self-service to improve the driver experience and reduce support