About the Role
The Director of Global Standards leads Uber's global effort to deliver consistent, high-quality customer and agent experiences by driving standardization, quality, and simplification across Customer Support technologies and operations.
As part of the Global Digital Experiences (GDX) leadership team, this leader acts as the bridge between CommOps and Customer Obsession Product team, ensuring that every support product and policy launched globally is reliable, scalable, and user-centered.
The Director of Global Standards will oversee a large, distributed organization spanning User Acceptance Testing, Usability, Product Evangelism, Global First Product Operations, and support policy Optimisation. Each of these programs plays a critical role in enabling Uber's transition to tech-first, AI-powered customer support.
What You'll Do
- Define and execute the Global Standards strategy that advances Uber's vision to unlock transformative, global-first technology and operations for customer support through quality, standardization, and simplification
- Lead and coach senior managers and program leaders overseeing several specialized global programs:
- User Acceptance Testing: Modernize Product Quality and Product Risk processes with automation and AI to ensure stable, high-quality launches
- Usability: Drive user-centered design through scalable usability research and actionable insights
- Product Evangelism: Accelerate adoption and awareness of customer support tech
- Global First Product Operations: Enable rapid, high-quality global rollouts through process design and portfolio management
- Policy Optimisation: Simplify, align, and govern tech-first and global-first support policies across markets, enabling automation and AI-readiness
- Lead and coach a large global team, including managers and program leads, fostering a culture of innovation, inclusion, and accountability
- Partner with Product and CommOps teams to ensure readiness, quality, and alignment on Product launches
- Champion data-driven decision-making and continuous improvement, ensuring measurable progress against operational and experience goals
- Represent Global Standards across leadership and cross-functional forums to elevate visibility, alignment, and strategic impact
Basic Qualifications
- 12+ years experience in tech operations, product operations, product management or equivalent
- Strong understanding of GenAI concepts and how to build platforms using Gen AI
- Strong understanding of customer support workflows and Product Development lifecycle and how data can enhance customer experience
Preferred Qualifications
- Proven experience driving global-scale transformation initiatives
- Deep understanding of process standardization, product operations, and customer support technology
- Deep understanding of User testing, Product marketing, customer support UX/UI and/or policy authoring in an AI world
- Strong analytical and problem-solving skills with a track record of using data to drive decisions
- Strong executive presence
- Experience leading in tech-first or AI-driven environments
For San Francisco, CA-based roles: The base salary range for this role is USD$239,000 per year - USD$265,500 per year.
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. More details can be found at the following link [https://jobs.uber.com/en/benefits](https://jobs.uber.com/en/benefits).
Offices continue to be central to collaboration and Uber's cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role.
