Uber
Global Program Lead - Earner & Consumer Fix Experience
Uber, San Francisco, California, United States, 94199
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Global Program Lead - Earner & Consumer Fix Experience
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Uber 3 days ago Be among the first 25 applicants Join to apply for the
Global Program Lead - Earner & Consumer Fix Experience
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Uber Get AI-powered advice on this job and more exclusive features. About The Role
For a complete understanding of this opportunity, and what will be required to be a successful applicant, read on.
Global Fix Experience Product Lead is a strategic function within the Global Escalation organization that involves overseeing the development of technical support capabilities - for customers facing products and support agents facing tools. Focus is on bug fix experience of customers and it covers the full lifecycle: from launch of new feature/product through ongoing improvements of products / tool issues associated with persona or business supported by Product Lead. GFX Product Leads are responsible for the design of a product support, from early engagement in ideation , launch support, continuous improvement for supported products and eventual retirement of support. Their goal is to create product support solutions that meet customer needs, align with business objectives, and deliver value to both the customer and the company driving reduction in defects through early detection and escalations to eng teams up to resolution of non bugs issues. The Global Fix Experience Product Leads serves as the bridge between product and eng teams and customer support, ensuring that the necessary tools, processes, and resources are in place to support the product throughout its lifecycle. About The Role
Global Fix Experience Product Lead is a strategic function within the Global Escalation organization that involves overseeing the development of technical support capabilities - for customers facing products and support agents facing tools. Focus is on bug fix experience of customers and it covers the full lifecycle: from launch of new feature/product through ongoing improvements of products / tool issues associated with persona or business supported by Product Lead. GFX Product Leads are responsible for the design of a product support, from early engagement in ideation , launch support, continuous improvement for supported products and eventual retirement of support. Their goal is to create product support solutions that meet customer needs, align with business objectives, and deliver value to both the customer and the company driving reduction in defects through early detection and escalations to eng teams up to resolution of non bugs issues. The Global Fix Experience Product Leads serves as the bridge between product and eng teams and customer support, ensuring that the necessary tools, processes, and resources are in place to support the product throughout its lifecycle.
What The Candidate Will Do
Define and execute the support strategy for Uber's Earner and Consumer products, ensuring alignment with product roadmaps and support readiness. Collaborate with Product, Engineering, and Community Operations to identify and address customer pain points, reduce mis-escalations, and improve resolution quality. Lead and support incident management efforts, including impact assessment, stakeholder coordination, and post-mortem improvement planning. Monitor key support KPIs (e.g., CSAT, escalation rate, resolution time) and drive continuous improvements based on data and frontline feedback. Contribute to knowledge base development, agent training, and the design of scalable, customer-centric support processes.
Basic Qualifications
5+ years of experience in product support, technical program management, or customer experience operations. Bachelor's Degree in Logistics, Program Management or relevant field
Preferred Qualifications
Proven experience supporting complex technical products, with a deep understanding of product architecture, common failure points, and customer use cases Cross-Functional Leadership - demonstrated ability of leading cross-functional initiatives involving Product, Engineering, and Support teams. Support Strategy & Process Design - track record of designing and scaling technical support strategies that reduce escalated inflows, improve resolution times, and enhance customer satisfaction. Strong capability in using data, KPIs, and customer feedback to drive continuous improvement. Deep expertise in customer technical support, including escalation management and outage response. Experience working with or supporting consumer- and earner- facing products in a tech or platform environment. Familiarity with support tools (e.g., Jira) and experience integrating Gen AI into support workflows to transform support operations, including early detection of issues, smarter triage, or support deflection. Ability to influence product roadmaps and design scalable support processes that drive measurable CX improvements.
For New York, NY-based roles: The base salary range for this role is USD$155,000 per year - USD$172,000 per year. For Phoenix, AZ-based roles: The base salary range for this role is USD$124,000 per year - USD$137,500 per year. For San Francisco, CA-based roles: The base salary range for this role is USD$155,000 per year - USD$172,000 per year. For all US locations, you will be eligible to participate in Uber's bonus program, and may be offered an equity award & other types of comp. You will also be eligible for various benefits. More details can be found at the following link https://www.uber.com/careers/benefits.Seniority level
Seniority levelMid-Senior level Employment type
Employment typeFull-time Job function
Job functionConsulting, Information Technology, and Sales IndustriesInternet Marketplace Platforms Referrals increase your chances of interviewing at Uber by 2x Sign in to set job alerts for “Program Lead” roles. San Francisco, CA $81,536.00-$110,656.00 1 month ago Program Manager, Distribution Partnerships San Francisco, CA $118,400.00-$212,800.00 3 weeks ago San Mateo, CA $158,820.00-$201,920.00 2 days ago People Operations Transformation Program LeadProgram Lead II, Clinical Program Development (Remote) San Francisco, CA $156,000.00-$296,500.00 5 days ago Director of Technical Program Management, Compliance San Francisco, CA $125,000.00-$160,000.00 1 month ago Global Community Programs Lead (contract) San Francisco, CA $80.00-$92.00 2 days ago Adjunct Faculty - Online DNP - PMHNP ProgramTechnical Program Management Senior Lead San Francisco, CA $177,600.00-$244,200.00 2 days ago Senior Director - Technical Program Management - Office of the Chief Technical Architect Redwood City, CA $161,700.00-$338,500.00 2 weeks ago Program Manager, Customer Success Enablement Redwood City, CA $95,000.00-$110,000.00 2 months ago San Francisco, CA $103,000.00-$127,000.00 3 weeks ago Program Head & Varsity Head Coach, Girls Lacrosse San Francisco, CA $10,000.00-$15,000.00 1 month ago Senior Program Manager, R&D Talent Management San Francisco, CA $126,000.00-$220,500.00 1 day ago San Francisco, CA $101,000.00-$127,000.00 4 days ago San Francisco, CA $80,000.00-$97,000.00 3 weeks ago Oakland, CA $173,563.00-$195,259.00 1 week ago San Francisco, CA $90,000.00-$105,000.00 4 days ago San Francisco, CA $90,000.00-$100,000.00 1 month ago San Francisco, CA $88,000.00-$110,000.00 4 days ago San Francisco, CA $212,000.00-$235,500.00 3 weeks ago Oakland, CA $82,000.00-$90,000.00 6 days ago Senior Program Manager, Strategic Initiatives/People Operations San Francisco, CA $137,000.00-$152,000.00 6 days ago Technical Recruiter and Program Manager, Emerging Talent We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
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Global Program Lead - Earner & Consumer Fix Experience
role at
Uber 3 days ago Be among the first 25 applicants Join to apply for the
Global Program Lead - Earner & Consumer Fix Experience
role at
Uber Get AI-powered advice on this job and more exclusive features. About The Role
For a complete understanding of this opportunity, and what will be required to be a successful applicant, read on.
Global Fix Experience Product Lead is a strategic function within the Global Escalation organization that involves overseeing the development of technical support capabilities - for customers facing products and support agents facing tools. Focus is on bug fix experience of customers and it covers the full lifecycle: from launch of new feature/product through ongoing improvements of products / tool issues associated with persona or business supported by Product Lead. GFX Product Leads are responsible for the design of a product support, from early engagement in ideation , launch support, continuous improvement for supported products and eventual retirement of support. Their goal is to create product support solutions that meet customer needs, align with business objectives, and deliver value to both the customer and the company driving reduction in defects through early detection and escalations to eng teams up to resolution of non bugs issues. The Global Fix Experience Product Leads serves as the bridge between product and eng teams and customer support, ensuring that the necessary tools, processes, and resources are in place to support the product throughout its lifecycle. About The Role
Global Fix Experience Product Lead is a strategic function within the Global Escalation organization that involves overseeing the development of technical support capabilities - for customers facing products and support agents facing tools. Focus is on bug fix experience of customers and it covers the full lifecycle: from launch of new feature/product through ongoing improvements of products / tool issues associated with persona or business supported by Product Lead. GFX Product Leads are responsible for the design of a product support, from early engagement in ideation , launch support, continuous improvement for supported products and eventual retirement of support. Their goal is to create product support solutions that meet customer needs, align with business objectives, and deliver value to both the customer and the company driving reduction in defects through early detection and escalations to eng teams up to resolution of non bugs issues. The Global Fix Experience Product Leads serves as the bridge between product and eng teams and customer support, ensuring that the necessary tools, processes, and resources are in place to support the product throughout its lifecycle.
What The Candidate Will Do
Define and execute the support strategy for Uber's Earner and Consumer products, ensuring alignment with product roadmaps and support readiness. Collaborate with Product, Engineering, and Community Operations to identify and address customer pain points, reduce mis-escalations, and improve resolution quality. Lead and support incident management efforts, including impact assessment, stakeholder coordination, and post-mortem improvement planning. Monitor key support KPIs (e.g., CSAT, escalation rate, resolution time) and drive continuous improvements based on data and frontline feedback. Contribute to knowledge base development, agent training, and the design of scalable, customer-centric support processes.
Basic Qualifications
5+ years of experience in product support, technical program management, or customer experience operations. Bachelor's Degree in Logistics, Program Management or relevant field
Preferred Qualifications
Proven experience supporting complex technical products, with a deep understanding of product architecture, common failure points, and customer use cases Cross-Functional Leadership - demonstrated ability of leading cross-functional initiatives involving Product, Engineering, and Support teams. Support Strategy & Process Design - track record of designing and scaling technical support strategies that reduce escalated inflows, improve resolution times, and enhance customer satisfaction. Strong capability in using data, KPIs, and customer feedback to drive continuous improvement. Deep expertise in customer technical support, including escalation management and outage response. Experience working with or supporting consumer- and earner- facing products in a tech or platform environment. Familiarity with support tools (e.g., Jira) and experience integrating Gen AI into support workflows to transform support operations, including early detection of issues, smarter triage, or support deflection. Ability to influence product roadmaps and design scalable support processes that drive measurable CX improvements.
For New York, NY-based roles: The base salary range for this role is USD$155,000 per year - USD$172,000 per year. For Phoenix, AZ-based roles: The base salary range for this role is USD$124,000 per year - USD$137,500 per year. For San Francisco, CA-based roles: The base salary range for this role is USD$155,000 per year - USD$172,000 per year. For all US locations, you will be eligible to participate in Uber's bonus program, and may be offered an equity award & other types of comp. You will also be eligible for various benefits. More details can be found at the following link https://www.uber.com/careers/benefits.Seniority level
Seniority levelMid-Senior level Employment type
Employment typeFull-time Job function
Job functionConsulting, Information Technology, and Sales IndustriesInternet Marketplace Platforms Referrals increase your chances of interviewing at Uber by 2x Sign in to set job alerts for “Program Lead” roles. San Francisco, CA $81,536.00-$110,656.00 1 month ago Program Manager, Distribution Partnerships San Francisco, CA $118,400.00-$212,800.00 3 weeks ago San Mateo, CA $158,820.00-$201,920.00 2 days ago People Operations Transformation Program LeadProgram Lead II, Clinical Program Development (Remote) San Francisco, CA $156,000.00-$296,500.00 5 days ago Director of Technical Program Management, Compliance San Francisco, CA $125,000.00-$160,000.00 1 month ago Global Community Programs Lead (contract) San Francisco, CA $80.00-$92.00 2 days ago Adjunct Faculty - Online DNP - PMHNP ProgramTechnical Program Management Senior Lead San Francisco, CA $177,600.00-$244,200.00 2 days ago Senior Director - Technical Program Management - Office of the Chief Technical Architect Redwood City, CA $161,700.00-$338,500.00 2 weeks ago Program Manager, Customer Success Enablement Redwood City, CA $95,000.00-$110,000.00 2 months ago San Francisco, CA $103,000.00-$127,000.00 3 weeks ago Program Head & Varsity Head Coach, Girls Lacrosse San Francisco, CA $10,000.00-$15,000.00 1 month ago Senior Program Manager, R&D Talent Management San Francisco, CA $126,000.00-$220,500.00 1 day ago San Francisco, CA $101,000.00-$127,000.00 4 days ago San Francisco, CA $80,000.00-$97,000.00 3 weeks ago Oakland, CA $173,563.00-$195,259.00 1 week ago San Francisco, CA $90,000.00-$105,000.00 4 days ago San Francisco, CA $90,000.00-$100,000.00 1 month ago San Francisco, CA $88,000.00-$110,000.00 4 days ago San Francisco, CA $212,000.00-$235,500.00 3 weeks ago Oakland, CA $82,000.00-$90,000.00 6 days ago Senior Program Manager, Strategic Initiatives/People Operations San Francisco, CA $137,000.00-$152,000.00 6 days ago Technical Recruiter and Program Manager, Emerging Talent We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
#J-18808-Ljbffr