Uber

Program Leader, Global Membership CX

Uber • $162K — $180K *
Business Services
5 - 7 years of experience
Job Overview by Ladders

Qualifications

  • Minimum 5 years in CX Strategy, Product Operations, Operations, Commercial Strategy, or Program Management.
  • Bachelor's Degree required.
  • 8+ years preferred in relevant fields with an advanced degree (MBA or equivalent).
  • Proven global management skills across diverse teams and time zones.
  • Exceptional ability to influence senior leaders and contribute to Product/Tech direction.
  • Strong analytical skills with P&L and defect metrics management experience.
  • Experience with global policy optimization and AI-based support systems.

Responsibilities

  • Manage and mentor two S4 Pillar Leads overseeing global membership CX initiatives.
  • Collaborate with the Global Head of Membership & Loyalty to connect CX strategies with business objectives.
  • Own global defect reduction initiatives leveraging data analytics to improve member experience.
  • Optimize membership support policies related to cancellations, refunds, payments, and partnerships.
  • Drive Support P&L performance and key customer experience metrics.
  • Scale AI and automation solutions to enhance self-service and root-cause detection.
  • Govern cross-functional collaboration with Product, Tech, and Commercial teams for cohesive performance insights.

Benefits

  • Participation in Uber's bonus program and potential equity awards.
  • Full-time employees eligible for a 401(k) plan.
  • Variety of additional benefits available to employees.
Full Job Description
Job Description

About the Role

As the Global Membership Program Leader , you will hold end-to-end accountability for the subscriber support journey across policy optimization, experience design, AI/automation, and upstream defect reduction. In this role, you will directly lead two specialized S4 Pillar Leads (Insights & Reporting and Policy, Content & Experience). You will serve as the primary CX thought partner to the Global Head of Membership & Loyalty, translating commercial strategy into high-value CX initiatives while partnering with Product and Tech teams to eliminate defects at the source.
What You'll Do
  • Direct Team Leadership: Manage, mentor, and empower two S4 Pillar Leads (Insights & Reporting and Policy, Content & Experience), overseeing global membership CX workstreams and executive reporting.
  • Strategic Business Partnership: Partner closely with the Global Head of Membership & Loyalty to align CX strategy with commercial priorities, growth targets, and subscriber retention goals.
  • Upstream Defect Reduction: Own the global tech and non-tech Defect Reduction (DR) roadmaps, leveraging data analytics to convert member friction into funded Product and Tech requirements.
  • In-Scope Policy Optimization: Act as the decision-maker ("D") for non-trip membership support domains-including Cancellations, Refunds, Payments, and Uber One Partnerships/Benefits-continuously optimizing our harmonized global policy framework for quality and cost efficiency.
  • P&L & Metric Ownership: Drive persona-level Support P&L performance and own core metrics, including Defect Rate, Contact Rate, TTR, ICR, 1* CSAT, and accountable iCSAT.
  • AI & Automation Transformation: Scale next-generation conversational AI and self-service support flows, accelerating the transition to automated, AI-driven root-cause detection.
  • Cross-Functional Governance: Consolidate the global performance narrative and manage centralized intake with Product, Tech, and Commercial teams, maintaining clear boundaries with GSO/Field Ops (who own operational BPO execution) and Consumer CX (who own trip/order tickets).
Basic Qualifications
  • Minimum 5 years of experience in CX Strategy, Product Operations, Operations, Commercial Strategy, or Program Management
  • Bachelor's Degree
Preferred Qualifications
  • Experience: 8+ years of experience in CX Strategy, Product Operations, Operations, Commercial Strategy, or Program Management (Bachelor's degree required).
  • Advanced degree (Master of Business Administration - MBA or equivalent).
  • Global People Management: Proven ability to hire, manage, and develop high-performing program leads or specialists across distributed global teams and differing time zones.
  • Executive Stakeholder Influence: Exceptional capability to act as a trusted advisor to senior commercial leaders and influence Product/Tech roadmaps without direct authority.
  • Analytical & P&L Acumen: Mastery of data-backed decision-making, Root Cause Analysis (RCA), and managing operational Support P&Ls and defect metrics.
  • Strategic Vision & Execution: Ability to balance the need for global standardization with necessary local nuances, translating high-level strategy into tangible operational network realities.
  • Resilience & Adaptability: Ability to navigate complex transitions and maintain business continuity for P0 projects while building out new long-term team charters.
  • Experience operating as a Sr. Program Manager leading global portfolios, program frameworks, and direct specialist teams.
  • Deep understanding of membership dynamics, payment/billing flows, loyalty programs, and retention levers.
  • Experience optimizing global policy frameworks and deploying conversational AI, automated self-service, and digital support tools.


Responsibilities

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 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.

About Uber

Uber Entertainment, Inc. is a privately held video game development company headquartered in beautiful downtown Kirkland, WA. Uber is currently developing Planetary Annihilation, a next generation real time strategy game of epic proportions.

Uber Careers

There has never been a better time to join our global team of Uber professionals—pioneers in the world of transportation and technology. Work you’ll do Join Uber’s industry-leading team to help drive forward the future of mobility and logistics for some of the world’s most dynamic cities and populations. Transform the way the world moves with the brightest minds at Uber, where innovation meets functionality to create solutions for everyday challenges. Lead from a unique position in the marketplace, at the intersection of technology, operational excellence, and user-centric design. Work with a global team of business and technology advisors to help clients and cities navigate their paths towards more efficient and sustainable urban transport solutions. Collaborate with a diverse group of Uber experts worldwide – a team dedicated to rethinking and improving the way the world moves. Introducing the Uber Innovation Hub We are building a market-leading team to pioneer advancements in transportation and logistics, ensuring Uber remains at the forefront of mobility solutions. Do innovative work Join a group of exceptional professionals where your skills in technology, leadership, and creativity can flourish. At Uber, innovation isn’t just a buzzword—it's the core of everything we do. Deliver targeted solutions through a depth and breadth of expertise and innovation that’s second to none, enhancing how cities, companies, and communities connect. Be part of a great team Engage with a wide-ranging technology stack and harness the unparalleled capabilities, global scale, and collective problem-solving skills of our diverse team. Future-proof your career Advance your career with Uber’s commitment to professional growth, offering extensive training, development, and certification support. Go as far as your ambition takes you with limitless job opportunities in a company that’s reshaping the world’s approach to transportation. Explore Uber’s approach to predictive maintenance ensures our fleet remains ready and efficient, reducing downtime and improving service reliability. Our end-to-end mobility solutions are transforming the way cities think about transportation, making Uber a key player in the future of urban mobility. The Uber Leadership and Innovation Alliance Our combined service capabilities, global scale, and joint solution development help overcome challenges and lead transformation in the transportation industry. Clients and cities around the globe look to Uber for new strategies and solutions to drive growth and innovation in the digital era. Stay connected Join Our Team Search open positions that match your skills and interest. We look for passionate, curious, creative, and solution-driven team players ready to redefine the world of mobility. SEARCH UBER JOBS Keep Up to Date Stay ahead with career tips, insider perspectives, and industry-leading insights you can put to use today—all from the people who drive at Uber. READ CAREERS BLOG Job Alert Emails Personalize your subscription to receive job alerts, latest news, and insider tips tailored to your preferences. Explore the exciting and rewarding career opportunities that await at Uber.
Learn more about Uber
Size
29,300 employees
Market Cap
$48.6 billion
Industry
Net Income
-$6.7 billion
Founded
2009
5 Year Trend
+35.3%
Revenue
$11.1 billion
NASDAQ

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