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Global Head of Customer Experience Job Architecture, Development & Tooling

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Uber

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Location:
United States , San Francisco ▼

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Category:
Human Resources

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Contract Type:
Not provided

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Salary:

183000.00 - 225500.00 USD / Year
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Job Description:

Community Operations (CommOps) is seeking a visionary, strategic and execution-oriented senior leader to define and lead the global evolution of Uber’s Community Specialists Team (CST) — the employee base of ~8,000 entry-level roles that power our in-house customer experience network. This leader will own the global strategy of job architecture, career development strategy, and enabling platforms that shape the present and future of the CST. As GenAI and automation rapidly transform customer support at scale, this role will define what the CST of the future looks like — including required competencies, proficiency models, career pathways, and the systems that enable performance and growth.

Job Responsibility:

  • Define and Evolve the Global CST Framework
  • Lead CST Career & Skill Development Strategy
  • Own CST Policy & Governance Roadmap
  • Lead Global Tooling & Platform Enablement
  • Operate as a Senior Leader in CommOps

Requirements:

  • 7+ years of experience in strategy, operations, program leadership, organizational design, or related fields
  • 3+ years of experience leading multi-layered teams (manager-of-managers)
  • Demonstrated experience designing or evolving job architectures, competency models, or career frameworks at scale
  • Experience leading complex, global, cross-functional programs impacting large employee populations
  • Strong analytical skills and experience building data-driven business cases
  • Experience partnering with HR/People functions on talent strategy, compensation alignment, or workforce planning

Nice to have:

  • Experience in large-scale customer support, operations, or service delivery organizations
  • Deep understanding of how GenAI and automation are transforming frontline workforces
  • Experience leading enterprise platform or HRIS transitions (e.g., Oracle, Workday, performance systems)
  • Track record of designing scalable governance models across regions or global sites
  • Experience partnering with Product and Engineering teams on workflow or tooling enablement
  • Ability to translate ambiguous future-state strategy into clear, executable roadmaps
  • Executive presence and ability to influence senior leaders without direct authority
What we offer:
  • Eligible to participate in Uber's bonus program
  • May be offered an equity award & other types of comp
  • All full-time employees are eligible to participate in a 401(k) plan
  • Eligible for various benefits

Additional Information:

Job Posted:
March 25, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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