Program Lead - Global Consumer CX

About the Role

As the Global Consumer CX Program Lead (L5), you will define and drive the end-to-end support strategy and customer experience for Consumers globally within our Post-Order Consumer CX vertical, ensuring that support is not only high-quality and scalable, but also a direct lever for sustainable business growth. This role sits at the intersection of CX Strategy, Policy, Product, Tech, and Operations. As the primary point of contact for Product, Tech, and Global POCs, you hold end-to-end responsibility for the customer experience and policy design & execution—ensuring that consumer friction points are systematically identified and converted directly into funded upstream engineering requirements, automated resolutions, and harmonized policies.

Success in this role requires a unique combination of strategic thinking, deep customer empathy, and strong analytical and product instincts. You will take full accountability for the end-to-end Consumer policy design & execution and customer experience, spearheading company-wide upstream Defect Rate reduction. Operating as a senior individual contributor in a highly matrixed, global environment where influence—not authority—is key, you will orchestrate alignment across diverse stakeholders (Product, Engineering, Regional Ops, CommOps, and Commercial teams) while ensuring global consistency is balanced with local market adaptability.

This is a highly visible role with strong exposure to senior leadership and the opportunity to shape how Uber leverages policy governance, AI-first customer resolution, and product innovation to transform the consumer experience at global scale.

What You’ll Do

• Drive End-to-End Persona Strategy: Create and own the comprehensive consumer support strategy, journey architecture, and quality definitions across both AI-led and human-assisted contact channels for all key customer segments.
• Lead Upstream Defect Reduction (DR): Own and drive the global tech and non-tech DR roadmaps as the primary owner of upstream defect rate reduction across the company, eradicating customer friction at the root source.
• Own Policy Design & Execution (“The D”): Serve as the global decision-maker on Consumer support policies. Own the complete policy catalogue, establish universal financial impact guardrails (refund drivers, concession thresholds, cost of contacts), and lead rigorous policy impact analyses.
• Deliver on Core Persona & Experience Metrics: Hold single-threaded accountability for the overall customer experience scorecard, tracking and moving the needle on overall Defect Rate reduction, Contact Rate (CR), 1★ CSAT, iCSAT, Time to Resolution (TTR), and measurable journey improvements.
• Serve as Centralized XFN Interface: Consolidate the global performance narrative and champion prioritized regional needs through a unified intake process with Product, Tech, Global Ops, and Commercial teams—converting customer friction directly into funded engineering backlogs.
• Quarterback Persona Policies: Maintain deep subject matter expertise across the consumer policy catalogue, influencing cross-functional partners upstream and downstream to ensure policies are executed flawlessly and deliver the intended customer experience.

What You’ll Need

Basic Qualifications

• 6+ years of experience in CX Strategy, Product Operations, Operations, Commercial Strategy, or Program Management.
• Bachelor's Degree.
• Analytical & Defect Acumen: Mastery of data-backed decision-making, Root Cause Analysis (RCA), and connecting operational metrics (Defect Rate, Contact Rate, CSAT, TTR) to business and customer outcomes.
• 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.
• Portfolio & Program Leadership: Experience operating as a Sr. Program Manager leading complex global portfolios, governance frameworks, and high-impact cross-functional workstreams as a senior individual contributor.

Preferred Qualifications

• Education: Advanced degree (Master of Business Administration - MBA or equivalent).
• Executive Stakeholder Influence: Exceptional capability to act as a trusted advisor to senior commercial leaders and influence Product/Tech roadmaps without direct authority.
• Post-Order Lifecycle & Defect Acumen: Deep understanding of consumer behavior, on-demand marketplace dynamics, retention levers, and root causes of post-order customer defects (e.g., Never Received Order, Food Taste & Quality Issues, item-level disputes, and billing/refund flows).
• Policy & AI Modernization: Proven experience optimizing and designing global policy frameworks, with hands-on experience deploying conversational AI, automated self-service, and digital support tools.

Why This Role

• Direct Experience Ownership: Own and shape the global Consumer support strategy and policy design & execution end-to-end for our Post-Order Consumer CX vertical.
• Upstream Defect Eradication & Tech Influence: Serve as the chief intake engine translating consumer friction into funded product and engineering roadmaps, leading tech and non-tech initiatives to eliminate defects at the source and drive company-wide Defect Rate reduction.
• AI-First Transformation: Lead the transition to next-generation AI and automated self-service customer experiences at massive scale.
• Executive Visibility: High-exposure role partnering regularly with senior leadership and cross-functional teams worldwide.