Program Manager, Airports & Venues CX

Uber; San Francisco (CA); 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 is seeking a Program Manager, Airports & Venues CX in San Francisco to lead the global defect reduction program across the top hubs. You will surface customer insights, quantify root causes, and drive cross-functional improvements with Operations, Product, and CX teams.

This role demands analytical rigor, customer empathy, and comfort navigating complex environments such as airports and large venues. The position includes a path to impact at scale, with opportunities to influence fare

Qualifications

• Senior CX or travel/operations leader with analytical rigor and customer empathy.
• Experience combining Ops, Product, and CX to reduce defects in complex environments.
• Comfort with AI concepts and data-driven decision-making.

Responsibilities

• Own the global defect reduction program across top airports and priority hubs.
• Surface customer insights, quantify root causes, and advocate for product and on-ground improvements.
• Collaborate cross-functionally with Ops, Product, and CX to reduce defects structurally.

Skills

Analytical rigor

Customer empathy

AI fluency

Job description

About The Role

Airports and venues are Uber's highest-stakes customer experience moments. Airports alone account for approximately 15% of Uber's Mobility Gross Bookings globally - a disproportionate share driven by our premium portfolio, high-value riders, and the structural complexity of airport operations across 100+ priority hubs worldwide. On a platform completing more than 40 million trips every day, airport journeys punch well above their weight: they disproportionately shape how business travelers, tourists, and premium users perceive Uber. A single poor experience at a priority hub doesn't just generate a support ticket; it drives churn among the cohort most likely to be first-trip riders, most likely to upgrade to premium products, and most likely to become long-term brand advocates.

The Airports & Venues CX program owns the global strategy to eliminate that friction at scale. We sit at the intersection of Ops, Product, and CX - translating on-the-ground airport complexity (staging lots, regulatory constraints, fare structures, matching algorithms, wayfinding failures) into systemic, data-driven solutions that reduce defects across the top 100+ priority airports worldwide including venues.

As Program Manager, Airports & Venues CX, you will own the global defect reduction program - the most consequential initiative within this domain. You are the person who understands what is driving each basis point of airport defect rates across key issues such as fare disputes, cancellations, lost items or transaction issues at our priority hubs, and builds the cross-functional machine that surfaces customer insights, quantifies root causes drives and advocates for product and on ground improvements to bring that number down - structurally, not episodically.

This role is ideal for a senior CX, support operations, product operations, or travel operations leader who combines analytical rigor, customer empathy, AI fluency, and deep comfort operating in complex physical environments such as airports, airlines, mobility platforms, hospitality, logistics, or large-scale venues.

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

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 Phoenix, AZ-based roles: The base salary range for this role is USD $130,000 per year - USD $144,000 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 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.

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.

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.

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.