CX Program Lead

About the Role

At Uber, delivering world-class customer support is at the heart of our product experience. To achieve this, we need visionary leaders who can navigate dynamic operations, drive transformation, and work closely with our Tech teams to create innovative solutions in a rapidly changing environment.

As the Sr. Program Manager, Customer Experience, you will play a critical role in shaping and executing our customer support strategy. You will lead and manage high-impact, cross-functional initiatives, guiding global and regional teams through the entire project lifecycle. Your expertise will drive both exceptional customer experiences and scalable, cost-efficient support operations across the region.

1. Own the end-to-end execution of customer experience strategies, driving improvements that align with business goals and enhance user satisfaction.
2. Lead transformation within customer support operations by leveraging cutting-edge technologies and data insights to optimize processes, reduce costs, and improve efficiency.
3. Collaborate with senior leadership and cross-functional teams to deliver impactful, customer-centric solutions that drive business growth.
4. Shape a high-performing, customer-obsessed culture while inspiring teams to continuously innovate and improve in a fast-paced, evolving environment.

1. Define and Execute CX Strategy: Lead the development and execution of comprehensive customer experience strategies that align with business objectives, focusing on enhancing user satisfaction, loyalty, and long-term growth. Drive alignment across regional and global teams to ensure consistent, high-quality experiences at scale.
2. Drive Operational Excellence to deliver Financial & Experience Goals: Oversee the operational management of customer experience programs, ensuring that support operations are optimized for both exceptional customer satisfaction and meeting financial goals. Drive efficiency initiatives, cost management, and process improvements to maximize impact and resource utilization.
3. Lead Cross-Functional Collaboration: Foster strong partnerships with key departments (e.g., Ops, Product, Tech, Business, Global teams) to align on customer experience initiatives. Act as a strategic liaison to ensure seamless execution and cross-departmental synergies in delivering customer-focused outcomes.
4. Drive the Execution of Complex, Cross-Functional Programs: Lead high-impact, cross-functional programs that involve multiple teams across regions and departments. Ensure alignment of program objectives with overall business priorities, delivering measurable and tangible results while maintaining a customer-first focus.
5. Champion Customer-Centric Strategy Across the Organization: Advocate for customer-centric initiatives within strategic discussions, ensuring that customer needs and feedback are central to decision-making. Build and nurture a customer-obsessed culture that drives continuous improvement in all aspects of operations.
6. Leverage Data to Inform Strategy & Operational Decisions: Utilize data and analytics to measure the effectiveness of CX strategies and operational performance. Provide actionable insights to refine and adapt strategies, identify opportunities for operational improvements, and support business growth.
7. Drive Innovation through Technology & Automation: Identify and champion opportunities to integrate emerging technologies (e.g., AI, machine learning) and automation tools into the support process, driving both customer satisfaction and operational efficiencies.
8. Monitor Program Performance & Report on Results: Regularly assess program performance against KPIs and business objectives. Provide senior leadership with insights on progress, challenges, and opportunities, ensuring timely adjustments to keep programs on track.
9. Align Global and Regional Teams for Scalability: Ensure alignment between global and regional teams to scale customer experience operations efficiently. Support localization efforts where necessary while maintaining a consistent experience across markets.
10. Foster a Collaborative Environment for Continuous Improvement: Build and sustain an environment of collaboration across functional areas, driving alignment between teams and stakeholders. Encourage cross-team brainstorming, idea sharing, and innovation to optimize operational performance and improve the overall customer experience.
11. Leadership in Scaling Operations: Lead initiatives to scale and optimize support operations across geographies and business units, ensuring consistency in service delivery and performance while adapting to local market needs.

1. Program Management expertise: 8+ years of experience leading complex, cross-functional programs with a proven track record of flawless execution and delivering meaningful business outcomes.
2. Product Development leadership: Demonstrated success in driving product development initiatives from concept through launch. Deep understanding of the product lifecycle, strong collaboration with Tech teams, and hands-on experience with agile methodologies.
3. Stakeholder Management: Highly skilled in influencing and aligning cross-functional teams, including those outside direct reporting lines. Strong ability to navigate organizational dynamics to build consensus and drive shared goals.
4. Digital Customer Experience: In-depth knowledge of omnichannel experience design and optimization-including chat, email, phone, social, in-app messaging, and other digital platforms-to enhance the end-to-end customer journey.
5. Strategic Thinking & Problem Solving: Proven ability to think strategically and solve complex challenges. Skilled at developing actionable strategies that support both short-term execution and long-term growth, with a focus on operational efficiency and adaptability in fast-changing environments.
6. AI & Automation in CX: Strong understanding of how AI, machine learning, and automations can be leveraged to enhance customer support, personalize experiences, improve journey mapping, and scale self-service tools. Capable of leading AI-driven initiatives that improve efficiency and customer satisfaction.
7. Data-Driven Decision Making: Advanced analytical skills with the ability to interpret customer insights, NPS/CSAT metrics, and behavioral data to define strategies. Experienced in using dashboards, reporting tools, and customer data platforms to drive performance.
8. Voice of the Customer (VoC) Programs: Experienced in designing and scaling VoC programs to systematically capture, analyze, and act on customer feedback across all touchpoints-closing the loop between insight and action.
9. Transformational Leadership: Empathetic and resilient leadership style with a strong ability to guide teams through growth, change, and cultural transformation. Skilled at aligning people, processes, and tools around a shared vision while fostering a culture of continuous improvement, ownership, and open collaboration.
10. Customer-Centric mindset: Deeply committed to delivering world-class customer experiences and embedding customer-centric thinking into team culture and strategic decision-making. Advocates for the customer at every level of the organization.
11. Exceptional Communication: Skilled in crafting and delivering clear, compelling communications-across presentations, written content, and everyday interactions-to effectively inspire, inform, and align stakeholders at all levels. Adept at tailoring messages to diverse audiences to drive clarity, engagement, and action.
12. Multilingual Fluency: Fluent in English and Spanish; working proficiency in Portuguese is a plus.

1. Experience in Tech or High-Growth Environments: Background in fast-paced tech companies, where customer-centricity, operational excellence, and agility are critical. Experience navigating complex organizational structures and delivering results at scale.
2. Process Improvement & Operational Excellence: Formal training or hands-on experience in Six Sigma, Lean, or similar methodologies to optimize processes, reduce inefficiencies, and enhance service quality. Certification is a plus (e.g., Lean Six Sigma Green/Black Belt).
3. SQL & Data literacy: Working knowledge of SQL and data analysis tools to independently query, analyze, and visualize customer data. Ability to partner effectively with Data/BI teams to inform decision-making and uncover insights.
4. Experience with CX Tech stacks: Familiarity with customer support tools (e.g., Zendesk, Intercom, Salesforce Service Cloud) and customer feedback platforms (e.g., Medallia, Qualtrics). Ability to assess, implement, or optimize CX technologies.
5. Agile Program Management: Solid understanding of Agile principles and experience working within Agile or hybrid environments. Comfortable collaborating with Product and Engineering teams using frameworks like Scrum or SAFe.
6. Scaled Program delivery: Experience managing large-scale, multi-region programs with cross-functional teams. Ability to coordinate multiple workstreams and balance competing priorities in a structured, transparent way.
7. Global or Cross-Cultural Team Management: Experience working in or leading teams across different cultures, time zones, and business contexts. Sensitivity to cultural nuances and the ability to adapt communication and leadership style accordingly.
8. Customer Advocacy & Storytelling: Strong ability to translate customer pain points into compelling narratives that influence product, tech, and executive stakeholders.a