Program Leader, Driver CX

About the Team

The Global Driver CX Team owns the policies, insights, reporting, and planning behind all Driver support experiences. Operating with a global-first, regionally nuanced mindset, we deliver a single, coherent support experience worldwide for our Drivers. We blend policy architecture, experience design, and single-threaded accountability to improve the driver experience by reducing defects and creating a seamless support experience.

About the Role

As a Global Driver CX Program Lead, you will hold end-to-end accountability for Driver Account policy optimization, experience design, AI/automation, and upstream defect reduction. In this role, you will directly lead one project specialist Pillar Leads supporting this work. You will serve as the primary CX thought partner on Driver Accounts with the Earner Experience Product team, translating driver pain points into defect reduction opportunities.

What You'll Do

• Upstream Defect Reduction & Strategic Product Partnership: Own the global tech and non-tech Defect Reduction (DR) roadmaps, leveraging data analytics to convert Driver pain points into funded Product and Tech requirements. Partner with Product teams to ensure support readiness for Driver Account feature launches.
• In-Scope Policy Optimization: Act as the decision-maker for Driver Account issues including, but not limited to Demand and Tech Issues, Reward Programs, and Driver Feedback —continuously optimizing our harmonized global policy framework for quality and cost efficiency.
• Metric Ownership: Drive core metrics for Account related issues, including Defect Rate, Contact Rate, Time To Resolution, 1* CSAT, and inferred CSAT.
• AI & Automation Transformation: Scale next-generation conversational AI and self-service support flows, accelerating the transition to automated, AI-driven root-cause detection. Develop strategies to use AI to prevent and proactively resolve Account issues before support inbounds occur.

What You'll Need

• Customer-Centric Mindset: Deep knowledge of customer experience and a passion for solving user pain points
• Analytics & Problem-Solving Excellence: Expert analytical and critical thinking skills; ability to break down complex problems and propose data-driven solutions. Ability to zoom out to define strategy while also diving into data, metrics, and operational inputs.
• Business Acumen: Excellent understanding of the Rideshare business and ability to align driver experience improvements with broader business goals and financial impact
• Cross-Functional Leadership: Proven ability to manage and influence without authority senior leaders across functions and markets
• Innovative Thinking: Curious and future-oriented; comfortable challenging the status quo and leading with tech-forward thinking, especially in AI
• Communication: Ability to develop and deliver executive-ready communications

Basic Qualifications:

• Minimum 5 years of experience in CX Strategy, Product Operations, Operations, Commercial Strategy, or Program Management
• Bachelor's Degree

Preferred Qualifications

• Experience with Gen AI or LLMs, including gathering and analyzing data insights
• Proven success with global program design and execution
• Experience working in customer experience, support, or service operations
• Ability to balance global standardization with regional nuance
• 1+ years management experience
• Ability to act as a trusted advisor to senior commercial leaders and influence Product/Tech roadmaps without direct authority
• Mastery of data-backed decision-making and Root Cause Analysis
• Experience optimizing global policy frameworks and deploying conversational AI, automated self-service, and digital support tools.
• 1+ years defining and executing large-scale customer or operational strategies