Global Direct CX Program Lead - Community Operations

About The Role The Program Lead role for Global Direct is an exciting opportunity to shape the customer experience strategy in one of our new and high growth Uber businesses. This role will lead a small global team reporting into the Global Direct CX Director, and will play a critical part in building and elevating the end-to-end customer experience for Direct. You will partner closely with Tech, a network of regional CommOps POCs, and CommOps functional teams (GDX, GSO, Central CommOps) to define a vision and strategy that will continually improve the experience for merchants, couriers, and eaters using Uber Direct. This role blends strategic thinking, customer empathy, strong analytical and product sense, and the ability to orchestrate alignment across a highly matrixed organization, combining a global approach with local nuances. The ideal candidate is passionate about providing a stellar customer experience; is highly skilled at strategic thinking and project management, and will rely on thought leadership to influence and drive meaningful results across the organisation. Persona Strategy, Segmentation & Performance Management Articulate a clear, forward‑looking Global Direct CX strategy aligned with CommOps and company priorities and incorporating all regional needs and inputs. Lead the global alignment, prioritisation and delivery of the global tech roadmap for Direct along with key partners in product and tech organisations. Identify key experience gaps, emerging trends, and drivers of customer satisfaction to inform strategy and roadmap decisions whilst highlighting regional variations and opportunities for improvement. Serve as the face of CommOps for the global Direct business, partnering with ops to address global defects and operational challenges and leveraging the CommOps network to deliver solutions. Own tracking, reporting, and performance insights for Direct globally, enabling data‑driven prioritisation and experience improvements. Product & Tech Partnership Collaborate closely with tech teams on the Customer Obsession, Direct and Direct core product tech roadmaps and priorities, ensuring that the strategy and desired end‑to‑end experience is reflected in the roadmap. Shape the success criteria for new and untested tech, ensuring consistent and high‑quality rollouts across markets. Lead the discovery stages of tech building, highlighting pain points with the Tech teams and articulating the solutions which will lead to an experience upgrade. Cross‑Regional Enablement, Best Practices & Policy Optimisation Build and maintain a global community of Direct POCs, driving best‑practice sharing and cross‑pollination across regions, surfacing common challenges, and aligning regions on consistent approaches. Lead global first programmes aimed to lift the experience across the regions and target high‑impact areas. Lead policy standardisation and optimisation, identifying policies that require redesign or simplification and coordinating efforts to improve customer outcomes globally. Partner with regions to ensure policy changes are practical, aligned, and grounded in customer and operational reality. Basic Qualifications Minimum 6 years in project/program management experience. Bachelor’s Degree. Preferred Qualifications Customer‑centric mindset: deep understanding of customer experience and a passion for solving user pain points. Analytics & problem‑solving excellence: strong analytical and critical thinking skills; ability to break down complex problems and propose data‑driven solutions, as well as ability to zoom out to define strategy while also diving into data, metrics, and operational inputs. Business acumen: understanding of the global Direct landscape, the different merchant archetypes that exist across the regions and the business and growth goals of the regional GMs. Ability to align Direct experience improvements with broader business goals and financial impact. Cross‑functional partnerships & leadership: proven ability to manage and influence without authority stakeholders across functions, markets, and seniority levels. Innovative thinking: curious and future‑oriented; comfortable challenging the status quo and leading with tech‑forward thinking, especially in AI. Compensation and Benefits For San Francisco, CA‑based roles: the base salary range for this role is USD $203,000 per year - USD $225,500 per year. For Washington, DC‑based roles: the base salary range for this role is USD $203,000 per year - USD $225,500 per year. For all US locations, you will be eligible to participate in Uber’s bonus programme, and may be offered an equity award and other types of compensation. 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 #J-18808-Ljbffr Uber