Uber Global Program Lead - Earner & Consumer Fix Experience 

United States, West Virginia 

684903030

What the Candidate Will Do

1. Define and execute the support strategy for Uber’s Earner and Consumer products, ensuring alignment with product roadmaps and support readiness.
2. Collaborate with Product, Engineering, and Community Operations to identify and address customer pain points, reduce mis-escalations, and improve resolution quality.
3. Lead and support incident management efforts, including impact assessment, stakeholder coordination, and post-mortem improvement planning.
4. Monitor key support KPIs (e.g., CSAT, escalation rate, resolution time) and drive continuous improvements based on data and frontline feedback.
5. Contribute to knowledge base development, agent training, and the design of scalable, customer-centric support processes.

Basic Qualifications

1. 5+ years of experience in product support, technical program management, or customer experience operations.
2. Bachelor's Degree in Logistics, Program Management or relevant field

Preferred Qualifications

1. Proven experience supporting complex technical products, with a deep understanding of product architecture, common failure points, and customer use cases
2. Cross-Functional Leadership - demonstrated ability of leading cross-functional initiatives involving Product, Engineering, and Support teams.
3. Support Strategy & Process Design - track record of designing and scaling technical support strategies that reduce escalated inflows, improve resolution times, and enhance customer satisfaction. Strong capability in using data, KPIs, and customer feedback to drive continuous improvement.
4. Deep expertise in customer technical support, including escalation management and outage response.
5. Experience working with or supporting consumer- and earner- facing products in a tech or platform environment.
6. Familiarity with support tools (e.g., Jira) and experience integrating Gen AI into support workflows to transform support operations, including early detection of issues, smarter triage, or support deflection.
7. Ability to influence product roadmaps and design scalable support processes that drive measurable CX improvements.

For New York, NY-based roles: The base salary range for this role is USD$155,000 per year - USD$172,000 per year.

For Phoenix, AZ-based roles: The base salary range for this role is USD$124,000 per year - USD$137,500 per year.

For San Francisco, CA-based roles: The base salary range for this role is USD$155,000 per year - USD$172,000 per year.