Uber
Global Program Leader- Operational Programs & Enablement
Uber, San Francisco, California, United States, 94199
The Global Program Lead – Operational Programs & Enablement is responsible for driving operational excellence, establishing scalable support programs, improving investigation and escalation workflows, and ensuring global readiness for new product or feature launches, and new work intake. This role strengthens GFX operations through robust performance frameworks, enablement programs, process optimization, and cross-functional coordination. This leader ensures GFX teams have the tools, training, processes, and operational infrastructure required to consistently deliver high-quality investigations and accurate resolution to improve overall customer experience.
What the Candidate Will DoProcess Intake, Design, & Optimization
Lead and manage the operational intake process for new work, rollouts, new workflows, and operational changes.
Oversee the design, standardization, and optimization of end-to-end support processes across multiple products, ensuring global consistency and efficiency
Drive continuous improvement initiatives to eliminate friction, reduce cycle time, and improve quality of investigations and escalations.
Evaluate operational tools and collaborate with partners to improve process scalability and usability.
Performance Metrics & Frameworks
Own operational KPI frameworks, performance scorecards, dashboards, and health reviews for the GFX team
Drive alignment on performance definitions, measurement standards, and success criteria across teams
Own and evolve the quality assurance & technical reviews framework for investigations, triage accuracy, escalations, and adherence to SOPs.
Own learning and knowledge management to maintain clear, accurate, and current training materials and knowledge assets.
Operational Program Management & Continuous Improvement
Lead & program manage global programs aimed at improving bug triage, outage handling, workflow consistency, and cross-team coordination.
Drive automation and optimization opportunities in processes, tooling, and operational workflows.
Collaborate broadly across Support Operations, Engineering, Product, Community Operations CX, and Quality teams.
Serve as the operational voice-ensuring processes, workflows, and readiness plans support efficient bug and outage management.
Build strong communication channels and feedback loops to drive continuous operational alignment.
Team and People Management
Manage 3-5 direct reports consisting of program specialists & leads across different locations and time zones (overall team of 15-20 people)
Own and be accountable for the performance of GFX Ops teams across different queues, locations, and time zones (matrix reporting)
Basic Qualifications
8+ years of experience in support operations, technical support programs, operational program management, or customer experience operations
Bachelor’s degree in Program Management, Operations, Logistics, Engineering, or a related field
2+ years of people management experience
Preferred Qualifications
Strong experience on operational performance management, measurement, and process design.
Proven experience improving support workflows, driving operational programs, and managing complex initiatives.
Excellent communication, cross-functional alignment, and stakeholder management skills.
Experience managing operational work intakes, new work evaluation, or rollout coordination.
Strong background in quality assurance frameworks for support processes or investigation workflows.
Experience with bugs/outages support, incident management protocols
Familiarity with tools such as Jira, ServiceNow, PagerDuty, or similar platforms.
Exposure to AI- or automation-enabled support enhancements (triage, early detection, deflection).
Certifications or experience with Project Management, Lean, Six Sigma, or continuous improvement frameworks.
For San Francisco, CA-based roles: The base salary range for this role is USD$155,000 per year – USD$172,000 per year. 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 .Uber’s mission is to reimagine the way the world moves for the better. Here, bold ideas create real-world impact, challenges drive growth, and speed fuels progress. What moves us, moves the world – let’s move it forward, together.Uber is proud to be an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know by completing .Offices continue to be central to collaboration and Uber’s cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role.Uber is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran Status, or any other characteristic protected by law.
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What the Candidate Will DoProcess Intake, Design, & Optimization
Lead and manage the operational intake process for new work, rollouts, new workflows, and operational changes.
Oversee the design, standardization, and optimization of end-to-end support processes across multiple products, ensuring global consistency and efficiency
Drive continuous improvement initiatives to eliminate friction, reduce cycle time, and improve quality of investigations and escalations.
Evaluate operational tools and collaborate with partners to improve process scalability and usability.
Performance Metrics & Frameworks
Own operational KPI frameworks, performance scorecards, dashboards, and health reviews for the GFX team
Drive alignment on performance definitions, measurement standards, and success criteria across teams
Own and evolve the quality assurance & technical reviews framework for investigations, triage accuracy, escalations, and adherence to SOPs.
Own learning and knowledge management to maintain clear, accurate, and current training materials and knowledge assets.
Operational Program Management & Continuous Improvement
Lead & program manage global programs aimed at improving bug triage, outage handling, workflow consistency, and cross-team coordination.
Drive automation and optimization opportunities in processes, tooling, and operational workflows.
Collaborate broadly across Support Operations, Engineering, Product, Community Operations CX, and Quality teams.
Serve as the operational voice-ensuring processes, workflows, and readiness plans support efficient bug and outage management.
Build strong communication channels and feedback loops to drive continuous operational alignment.
Team and People Management
Manage 3-5 direct reports consisting of program specialists & leads across different locations and time zones (overall team of 15-20 people)
Own and be accountable for the performance of GFX Ops teams across different queues, locations, and time zones (matrix reporting)
Basic Qualifications
8+ years of experience in support operations, technical support programs, operational program management, or customer experience operations
Bachelor’s degree in Program Management, Operations, Logistics, Engineering, or a related field
2+ years of people management experience
Preferred Qualifications
Strong experience on operational performance management, measurement, and process design.
Proven experience improving support workflows, driving operational programs, and managing complex initiatives.
Excellent communication, cross-functional alignment, and stakeholder management skills.
Experience managing operational work intakes, new work evaluation, or rollout coordination.
Strong background in quality assurance frameworks for support processes or investigation workflows.
Experience with bugs/outages support, incident management protocols
Familiarity with tools such as Jira, ServiceNow, PagerDuty, or similar platforms.
Exposure to AI- or automation-enabled support enhancements (triage, early detection, deflection).
Certifications or experience with Project Management, Lean, Six Sigma, or continuous improvement frameworks.
For San Francisco, CA-based roles: The base salary range for this role is USD$155,000 per year – USD$172,000 per year. 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 .Uber’s mission is to reimagine the way the world moves for the better. Here, bold ideas create real-world impact, challenges drive growth, and speed fuels progress. What moves us, moves the world – let’s move it forward, together.Uber is proud to be an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know by completing .Offices continue to be central to collaboration and Uber’s cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role.Uber is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran Status, or any other characteristic protected by law.
Uber
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