Global Membership CX Leader — Policy, AI & Growth

Uber Technologies Inc.; New York (NY); 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 Technologies Inc. in New York is seeking a Global Membership Program Leader to own the subscriber support journey, spanning policy optimization, experience design, AI/automation, and upstream defect reduction.

You will lead two S4 Pillar Leads and partner with the Global Head of Membership & Loyalty to translate commercial strategy into high-value CX initiatives. Collaborating with Product and Tech, you will convert member friction into funded requirements, oversee global policy and

Qualifications

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

Responsibilities

• Direct Team Leadership: Manage two S4 Pillar Leads, overseeing global membership CX workstreams and executive reporting.
• Strategic Business Partnership: Align CX strategy with commercial priorities and subscriber retention goals.
• Upstream Defect Reduction: Own global Defect Reduction roadmaps, translating friction into Product/Tech requirements.
• In-Scope Policy Optimization: Decide on non-trip membership support domains and optimize policy framework.
• P&L & Metrics Ownership: Manage persona-level Support P&L and core metrics (Defect Rate, Contact Rate, TTR, ICR, CSAT).
• AI & Automation Transformation: Scale AI/self-service flows for automated root-cause detection.
• Cross-Functional Governance: Consolidate performance narrative with Product, Tech, and Commercial teams.

Skills

CX Strategy

Product Operations

Operations

Commercial Strategy

Program Management

Education

Bachelor's Degree

MBA or equivalent

Job description

Uber Technologies Inc. in New York is seeking a Global Membership Program Leader to own the subscriber support journey, spanning policy optimization, experience design, AI/automation, and upstream defect reduction.

You will lead two S4 Pillar Leads and partner with the Global Head of Membership & Loyalty to translate commercial strategy into high-value CX initiatives. Collaborating with Product and Tech, you will convert member friction into funded requirements, oversee global policy and