Global Membership CX Leader — AI, Strategy & P&L

Uber; United States; On-site; USD 162,000 - 180,000; Full time

Benefits offered by this job

Bonuses

Equity

Benefits

Job summary

Uber seeks a Global Membership Program Leader to own the subscriber support journey across policy optimization, experience design, AI/automation, and defect reduction. Lead two S4 Pillar Leads and partner with the Global Head of Membership & Loyalty to translate commercial strategy into CX initiatives while collaborating with Product and Tech to address defects at the source.

You will drive CX strategy, manage a global budget, and own metrics like Defect Rate, TTR, and CSAT, with a focus on

Qualifications

• Minimum 5 years of experience in CX Strategy, Product Operations, Operations, Commercial Strategy, or Program Management.
• Bachelor's Degree.
• Preferred: 8+ years in CX Strategy, Product Operations, Operations, Commercial Strategy, or Program Management; MBA preferred.
• Global People Management experience across distributed teams.
• Executive Stakeholder Influence with senior commercial leaders.
• Analytical & P&L acumen for data-backed decisions.
• Strategic vision with execution balancing global standards and local nuances.
• Resilience during transitions and for P0 projects.

Responsibilities

• Direct Team Leadership: Manage two S4 Pillar Leads and oversee global CX workstreams.
• Strategic Business Partnership: Align CX strategy with commercial priorities and retention goals.
• Upstream Defect Reduction: Own global DR roadmaps and convert friction into product/tech requirements.
• In-Scope Policy Optimization: Decide on non-trip membership support domains and optimize policy framework.
• P&L & Metric Ownership: Own core metrics including Defect Rate, Contact Rate, TTR, ICR, CSAT.
• AI & Automation Transformation: Scale AI and self-service flows to automate root-cause detection.
• Cross-Functional Governance: Consolidate performance narratives with Product, Tech, and Commercial teams.

Skills

CX Strategy

Program Management

Leadership

Analytics

Stakeholder Influence

Education

Bachelor's Degree

MBA or equivalent

Job description

Uber seeks a Global Membership Program Leader to own the subscriber support journey across policy optimization, experience design, AI/automation, and defect reduction. Lead two S4 Pillar Leads and partner with the Global Head of Membership & Loyalty to translate commercial strategy into CX initiatives while collaborating with Product and Tech to address defects at the source.

You will drive CX strategy, manage a global budget, and own metrics like Defect Rate, TTR, and CSAT, with a focus on