Program Lead, Strategic Projects, Global Consumer CX

About the Role

We're looking for a highly motivated and collaborative thought leader to help shape our support strategy and drive planning and execution for Global Consumer CX. Global Consumer CX is part of Uber's Customer Advocacy & Solutions (CAS) organization and owns the end-to-end support experience for Consumers across Delivery, including Uber Eats and Grocery & Retail. Our mission is to build consumer trust through advocacy and intentional experience design. We use AI, insights, and cross-functional partnerships to deliver support when it matters most.

The Program Lead, Business Planning & Enablement sits on the Global Consumer CX Strategic Projects team. This team owns planning, target setting, portfolio governance, and the operating rhythm for a global team organized around Live Order, Order Accuracy, Post Order, and Segments, Access & Policy. The team is in the middle of a shift toward end-to-end ownership of consumer journeys, defect reduction at the source, global policy consistency, and AI-first support. If things go wrong for a consumer, it's imperative they receive a best-in-class support experience. As a Program Lead, you will help shape Uber's approach to consumer customer experience, drive operational efficiency, and enable growth.

This position collaborates with the Global Consumer CX leadership team and cross-functional partners, including Strategy & Planning (S&P), CX Analytics, Strategic Finance, Regional CX, Global Operations, Product, and Tech. Success requires meticulous attention to detail, excellent organizational and program management abilities, the capacity to influence others without direct authority, and experience managing executive stakeholders. Strong problem-solving, critical thinking, and logical structuring skills are essential. The ideal candidate will also have experience developing effective executive communications, managing global planning processes, and building strong cross-functional relationships.

What You'll Do

• Design and implement the planning framework for Global Consumer CX, including annual operating plans, target setting (e.g., 1★ CSAT, High Value User CSAT, time to resolution, iCSAT adoption, support cost as a % of Gross Bookings), and multi-year roadmaps.
• Lead and deliver high-impact programs, including Support Planning, the Defect Reduction (DR) Framework (forecasting, target setting, and impact tracking), Financial and Headcount Monitoring, and Strategic Reporting (e.g., QBRs, MBRs, WBRs, and leadership newsletters).
• Run portfolio governance across the Consumer CX verticals: track programs and projects, manage intake from Regional CX and partner teams, help prioritize, and escalate risks and tradeoffs to leadership.
• Enable the organization to execute: build operating rhythms, readiness plans, and ways of working that help Live Order, Order Accuracy, Post Order, and Segments, Access & Policy leads land product launches, policy changes, and AI/automation rollouts across regions.
• Identify process gaps, lead efficiency initiatives, and drive continuous improvement across support operations and planning processes.
• Conduct quantitative and qualitative analyses to derive strategic insights and influence leadership decisions.
• Act as a key liaison between Consumer CX, Product, Ops, Finance, S&P, Risk, and Regional CX teams to ensure alignment and seamless program delivery.
• Communicate effectively with global stakeholders, including executive leadership, and manage diverse perspectives to gain alignment.
• Bring an AI-first mindset to the work, using GenAI and automation to speed up planning, reporting, and insight generation.

Basic Qualifications

• Minimum 5 years of prior work experience in strategy, planning, operations, program management, or consulting
• Bachelor's Degree or equivalent experience

Preferred Qualifications

• Excellent communication, stakeholder management, and presentation skills, including experience presenting data and insights to senior audiences
• Experience in planning, setting metrics / KPI targets, and roadmap development
• Analytical skills required: you can leverage data quickly to make decisions and discuss technical topics with both technical and non-technical audiences
• Experience leading multiple cross-functional initiatives and working with global programs
• Data-driven mentality and strong business judgment. Able to analyze the data, pull key insights, and tell a compelling story
• Ability to drive consensus and actionable results across highly cross-functional teams
• High proficiency in Excel/Google Sheets and ability to work with large data sets
• Strong analytical and organizational skills with experience managing planning or reporting processes
• Comfortable accessing and adopting new technology, including GenAI
• Experience with financial and headcount planning, preferably in a support operations or tech environment
• Strong track record in customer experience strategy or a customer service environment
• Experience in a consumer, e-commerce, delivery, or retail marketplace
• SQL proficiency
• Track record of building and continuously improving processes and programs supporting multiple stakeholders with often conflicting priorities
• Experience working with ambiguity in a fast-paced environment
• PMP, Six Sigma, Agile, or comparable certification

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 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.