Uber
Program Leader, Driver CX
$146K–$180K
San Francisco, California +1 · Full-time · Posted Oct 27, 2026
- Location
- San Francisco, California
New York City, New York - Experience
- Minimum 5 years in one of the listed fields; preferred qualifications also include 1+ years of management experience and 1+ years defining and executing large-scale customer or operational strategies.
- Education
- Bachelor's Degree
About the job
Leads global Driver Account policy, experience design, AI and automation initiatives, and defect-reduction programs in partnership with Product and Tech teams.
What you'll do
- Own global tech and non-tech defect-reduction roadmaps, turning Driver pain points into funded Product and Tech requirements and supporting feature launches.
- Optimize global Driver Account policies and own related performance metrics, including Defect Rate, Contact Rate, Time To Resolution, 1* CSAT, and inferred CSAT.
- Develop AI and automation strategies for conversational support, self-service, root-cause detection, and proactive resolution of Account issues.
What they ask for
- At least 5 years of experience in CX Strategy, Product Operations, Operations, Commercial Strategy, or Program Management.
- Bachelor's Degree.
- Expert analytical and critical-thinking skills, including data-driven problem-solving.
- Proven ability to influence senior leaders across functions and markets without authority.
Nice to have
- Experience with Gen AI or LLMs, global program design and execution, or customer experience/support operations.
- At least 1 year of management experience.
Pay
USD $162,000 per year - USD $180,000 per year (base salary; New York City and San Francisco); USD $146,000 per year - USD $162,000 per year (base salary; Chicago)
Tools
Gen AI, LLMs
AI focus
Scale conversational AI and self-service support, automate root-cause detection, and use AI to prevent and proactively resolve Driver Account issues.
Model-written summary · the original posting is authoritative