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.
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Responsibilities
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.
