Global Membership CX Leader & Policy Architect

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)

Job summary

Uber Technologies Inc. is seeking a Global Membership Program Leader to own the subscriber support journey across policy optimization, experience design, AI/automation, and 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. You will drive global policy optimization for cancellations, refunds, payments, and Uber One partnerships, while owning P&L metrics and partnering with

Qualifications

• 5+ years of experience in CX strategy, product operations, operations, commercial strategy, or program management.
• Bachelor's degree required; MBA preferred.

Responsibilities

• Direct team leadership of two S4 Pillar Leads managing global membership CX workstreams and executive reporting.
• Align CX strategy with commercial priorities, growth targets, and retention goals with the Global Head of Membership & Loyalty.
• Own the Defect Reduction roadmaps, leveraging data analytics to translate friction into product/tech requirements.
• Act as decision-maker for non-trip membership policy domains and optimize global policy framework.
• Drive persona-level Support P&L and core metrics like Defect Rate, Contact Rate, TTR, ICR, and iCSAT.
• Scale AI and automated self-service flows to accelerate auto-detection of root causes and reduce manual work.

Skills

CX strategy

Program management

Operations

Commercial strategy

Product partnerships

Education

Bachelor's Degree

MBA

Job description

Uber Technologies Inc. is seeking a Global Membership Program Leader to own the subscriber support journey across policy optimization, experience design, AI/automation, and 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. You will drive global policy optimization for cancellations, refunds, payments, and Uber One partnerships, while owning P&L metrics and partnering with