Program Leader, Global Membership CX

About the Team

The Global Consumer CX Team owns the policies, insights, reporting, and planning behind all Membership-specific (non-trip) support experiences. Operating with a global-first, regionally nuanced mindset, we deliver a single, coherent support experience worldwide for our flagship subscription program, Uber One. We blend policy architecture, experience design, and single-threaded accountability to eliminate fragmentation, manage the persona Support P&L, and convert customer friction directly into upstream engineering and operational requirements.

About the Role

As the Global Membership Program Leader , you will hold end-to-end accountability for the subscriber support journey across policy optimization, experience design, AI/automation, and upstream defect reduction. In this role, you will directly lead two specialized S4 Pillar Leads (Insights & Reporting and Policy, Content & Experience). You will serve as the primary CX thought partner to the Global Head of Membership & Loyalty, translating commercial strategy into high-value CX initiatives while partnering with Product and Tech teams to eliminate defects at the source. 

What You'll Do

• Direct Team Leadership: Manage, mentor, and empower two S4 Pillar Leads (Insights & Reporting and Policy, Content & Experience), overseeing global membership CX workstreams and executive reporting.
• Strategic Business Partnership: Partner closely with the Global Head of Membership & Loyalty to align CX strategy with commercial priorities, growth targets, and subscriber retention goals.
• Upstream Defect Reduction: Own the global tech and non-tech Defect Reduction (DR) roadmaps, leveraging data analytics to convert member friction into funded Product and Tech requirements.
• In-Scope Policy Optimization: Act as the decision-maker ("D") for non-trip membership support domains—including Cancellations, Refunds, Payments, and Uber One Partnerships/Benefits—continuously optimizing our harmonized global policy framework for quality and cost efficiency.
• P&L & Metric Ownership: Drive persona-level Support P&L performance and own core metrics, including Defect Rate, Contact Rate, TTR, ICR, 1* CSAT, and accountable iCSAT.
• AI & Automation Transformation: Scale next-generation conversational AI and self-service support flows, accelerating the transition to automated, AI-driven root-cause detection.
• Cross-Functional Governance: Consolidate the global performance narrative and manage centralized intake with Product, Tech, and Commercial teams, maintaining clear boundaries with GSO/Field Ops (who own operational BPO execution) and Consumer CX (who own trip/order tickets).

Basic Qualifications

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

Preferred Qualifications

• Experience: 8+ years of experience in CX Strategy, Product Operations, Operations, Commercial Strategy, or Program Management (Bachelor's degree required).
• Advanced degree (Master of Business Administration - MBA or equivalent).
• Global People Management: Proven ability to hire, manage, and develop high-performing program leads or specialists across distributed global teams and differing time zones.
• Executive Stakeholder Influence: Exceptional capability to act as a trusted advisor to senior commercial leaders and influence Product/Tech roadmaps without direct authority.
• Analytical & P&L Acumen: Mastery of data-backed decision-making, Root Cause Analysis (RCA), and managing operational Support P&Ls and defect metrics.
• Strategic Vision & Execution: Ability to balance the need for global standardization with necessary local nuances, translating high-level strategy into tangible operational network realities.
• Resilience & Adaptability: Ability to navigate complex transitions and maintain business continuity for P0 projects while building out new long-term team charters.
• Experience operating as a Sr. Program Manager leading global portfolios, program frameworks, and direct specialist teams.
• Deep understanding of membership dynamics, payment/billing flows, loyalty programs, and retention levers.
• Experience optimizing global policy frameworks and deploying conversational AI, automated self-service, and digital support tools.