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 resolutio...
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