Program Leader, Driver CX

Uber; New York (NY); On-site; USD 146,000 - 180,000; Full time

Job summary

Uber 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 project pillar leads, partner with the Earner Experience Product team, and translate driver pain points into measurable improvements.

The role requires 5+ years in CX strategy or related fields, a Bachelor’s degree, and strong analytics with global program experience.

Qualifications

• Minimum 5 years of experience in CX Strategy, Product Operations, Operations, Commercial Strategy, or Program Management.
• Bachelor's Degree.
• Experience with Gen AI or LLMs, including gathering and analyzing data insights.
• Proven success with global program design and execution.
• Experience working in customer experience, support, or service operations.
• Ability to balance global standardization with regional nuance.
• 1+ years management experience.
• Ability to act as a trusted advisor to senior commercial leaders and influence Product/Tech roadmaps without direct authority.
• Mastery of data-backed decision-making and Root Cause Analysis.
• Experience optimizing global policy frameworks and deploying conversational AI, automated self-service, and digital support tools.
• 1+ years defining and executing large-scale customer or operational strategies.

Responsibilities

• Own the global Defect Reduction (DR) roadmaps and partner with Product teams to ensure support readiness for Driver Account feature launches.
• Act as the decision-maker for Driver Account issues, continuously optimizing our global policy framework for quality and cost efficiency.
• Drive core metrics for Account-related issues: Defect Rate, Contact Rate, Time To Resolution, 1* CSAT, and inferred CSAT.
• Scale next-generation conversational AI and self-service flows, enabling proactive issue prevention and resolution.

Skills

Customer-centric mindset

Analytics & problem-solving

Business acumen

Cross-functional leadership

AI/Gen AI thinking

Communication

Education

Bachelor's Degree

Tools

Gen AI / LLMs

Root Cause Analysis

Policy design

Job description

About the Team:

The Global Driver CX Team owns the policies, insights, reporting, and planning behind all Driver support experiences. Operating with a global-first, regionally nuanced mindset, we deliver a single, coherent support experience worldwide for our Drivers. We blend policy architecture, experience design, and single-threaded accountability to improve the driver experience by reducing defects and creating a seamless support experience.

About the Role:

As a Global Driver CX Program Lead, you will hold end-to-end accountability for Driver Account policy optimization, experience design, AI/automation, and upstream defect reduction. In this role, you will directly lead one project specialist Pillar Leads supporting this work. You will serve as the primary CX thought partner on Driver Accounts with the Earner Experience Product team, translating driver pain points into defect reduction opportunities.

What You'll Do:

• Upstream Defect Reduction & Strategic Product Partnership: Own the global tech and non-tech Defect Reduction (DR) roadmaps, leveraging data analytics to convert Driver pain points into funded Product and Tech requirements. Partner with Product teams to ensure support readiness for Driver Account feature launches.
• In-Scope Policy Optimization: Act as the decision-maker for Driver Account issues including, but not limited to Demand and Tech Issues, Reward Programs, and Driver Feedback —continuously optimizing our harmonized global policy framework for quality and cost efficiency.
• Metric Ownership: Drive core metrics for Account related issues, including Defect Rate, Contact Rate, Time To Resolution, 1* CSAT, and inferred CSAT.
• AI & Automation Transformation: Scale next-generation conversational AI and self-service support flows, accelerating the transition to automated, AI-driven root-cause detection. Develop strategies to use AI to prevent and proactively resolve Account issues before support inbounds occur.

What You'll Need:

• Customer-Centric Mindset: Deep knowledge of customer experience and a passion for solving user pain points
• Analytics & Problem-Solving Excellence: Expert analytical and critical thinking skills; ability to break down complex problems and propose data-driven solutions. Ability to zoom out to define strategy while also diving into data, metrics, and operational inputs.
• Business Acumen: Excellent understanding of the Rideshare business and ability to align driver experience improvements with broader business goals and financial impact
• Cross-Functional Leadership: Proven ability to manage and influence without authority senior leaders across functions and markets
• Innovative Thinking: Curious and future-oriented; comfortable challenging the status quo and leading with tech-forward thinking, especially in AI
• Communication: Ability to develop and deliver executive-ready communications

Basic Qualifications:

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

Preferred Qualifications:

• Experience with Gen AI or LLMs, including gathering and analyzing data insights
• Proven success with global program design and execution
• Experience working in customer experience, support, or service operations
• Ability to balance global standardization with regional nuance
• 1+ years management experience
• Ability to act as a trusted advisor to senior commercial leaders and influence Product/Tech roadmaps without direct authority
• Mastery of data-backed decision-making and Root Cause Analysis
• Experience optimizing global policy frameworks and deploying conversational AI, automated self-service, and digital support tools.
• 1+ years defining and executing large-scale customer or operational strategies

Ready to Ride?

This isn't the kind of place where you follow a playbook — it's where you help write one. If you're driven by impact, energized by challenge, and ready to shape how the world moves — we'd love to hear from you.

You may be eligible for bonuses, equity, and other compensation, as well as a range of benefits. Explore our benefits.

Offices remain key to collaboration and Uber's culture. Unless approved for full remote work, employees must spend at least 50% of their time in-office. Some roles, like those at greenlight hubs, require full-time in-office presence. Ask your Recruiter for details about this role's requirements.

Uber is proud to be an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know by completing this form.

For New York City, NY-based roles: The base salary range for this role is USD $162,000 per year - USD $180,000 per year.

For San Francisco, CA-based roles: The base salary range for this role is USD $162,000 per year - USD $180,000 per year.

For Chicago, IL-based roles: The base salary range for this role is USD $146,000 per year - USD $162,000 per year.

For all US locations, you will be eligible to participate in Uber's bonus program, and may be offered an equity award & other types of comp. All full-time employees are eligible to participate in a 401(k) plan. You will also be eligible for various benefits.