[Remote] Program Leader, Customer Advocacy Solutions Courier Experience

October 12, 2026

Note: The job is a remote job and is open to candidates in USA. Uber is a technology and marketplace company seeking a Program Leader to own defined Earner issue categories and experiences across the Delivery journey. The role will diagnose root causes, drive defect reduction, shape product and launch planning, lead support automation and AI-enabled solutions, and mobilize global cross-functional teams to improve customer and operational outcomes.

Responsibilities

Build a transparent, fact-based view of priority Earner journeys, from upstream product defects through support and final resolution
Identify what works well, where Earners experience friction, and the root causes across Product, Policy, Operations, Support, Automation, and Agent processes
Establish reliable baselines and success metrics for priority experiences, using measures such as defect rate, contact volume, resolution, CSAT, recontact, cost, and automation performance
Build defect reduction into the operating rhythm by identifying the largest pain points, sizing their impact, and driving durable fixes rather than relying only on downstream support recovery
Translate Earner insights, journey gaps, and support data into clear product and CX opportunities, and bring them into planning and prioritization discussions
Partner with Product, Tech, Operations, Analytics, Policy, and regional teams to shape solutions that address both upstream product defects and downstream support breakages
Represent the Earner support experience in new product and feature development, ensuring support requirements, edge cases, operational dependencies, and success measures are considered early
Drive CX readiness for launches through policy mapping, agent readiness, testing, issue identification, escalation, rollout planning, and post-launch performance monitoring
Drive the evolution of Earner support experiences through automation and AI-enabled solutions
Partner across Policy, Product, Tech, Operations, and regional teams to redesign and simplify support journeys, balancing experience quality, operational efficiency, and scalability
Ensure automated experiences are grounded in clear policy intent, robust testing, appropriate agent handoffs, and measurable quality standards
Use launch learnings, defects, and performance data to continuously improve automated and agent-assisted experiences after rollout
Create clear engagement models, roles and responsibilities, and operating mechanisms across teams that jointly own the Earner experience across Delivery and Mobility platforms
Build subject-matter expertise within the organization by codifying journey knowledge, sharing insights, and connecting teams to the right functional and regional experts
Create repeatable ways of working that enable teams to collaborate effectively across global and regional structures, particularly where ownership spans multiple businesses or functions
Run effective operating rhythms for priority programs, including progress reviews, leadership updates, risk management, and decision-making forums

Skills

Customer-centric: Keeps the Earner experience at the center of decisions and can balance customer, business, and operational considerations
Structured problem solving: Breaks down complex and ambiguous problems into clear diagnoses, hypotheses, priorities, and actions
Data and insight literacy: Uses quantitative and qualitative evidence to build baselines, size impact, identify root causes, and evaluate outcomes
Product and technology orientation: Understands how product, automation, and AI can remove defects and transform support experiences; comfortable partnering deeply with Product and Tech
Program leadership: Creates structure across complex, multi-workstream programs and drives teams from strategy through execution and measurable results
Stakeholder management and influence: Aligns and mobilizes senior, cross-functional, and regional stakeholders without direct authority
Clear and concise communication: Distills complexity into sharp narratives, recommendations, decisions, and executive-ready updates
Strong ownership and follow-through: Holds the thread across teams and over time, proactively surfaces risks, and drives closure
Minimum 5 years of professional experience in program management, product operations, strategy & operations, customer experience, or management consulting
Bachelor's degree or equivalent professional experience
8+ years of professional experience in program management, product operations, strategy & operations, customer experience, or management consulting
Background in management consulting (Operations/Strategy focus), Product Operations, or Customer Experience within a technology or marketplace business
Hands-on experience with technology-forward customer support solutions, including GenAI, support automation, conversational experiences, or policy automation
Experience using operational data, SQL, analytics platforms, or data visualization tools to independently diagnose root causes and govern program performance
Experience with customer journey mapping, defect reduction, contact center operations, support policy design, or customer experience architecture
Experience partnering with Product and Tech teams on product planning, experimentation, testing, launch readiness, and post-launch improvement
Experience navigating complex, matrixed global organizations across multiple regions and functions
Experience leading complex cross-functional programs with measurable customer or operational outcomes

Benefits

For all US locations, you will be eligible to participate in Uber's bonus program.
For all US locations, you may be offered an equity award & other types of comp.
All full-time employees are eligible to participate in a 401(k) plan.

Company Overview

Uber is a technology platform that connects users with transportation, delivery, and logistics services. It was founded in 2009, and is headquartered in San Francisco, California, USA, with a workforce of 10001+ employees. Its website is

Company H1B Sponsorship

Uber has a track record of offering H1B sponsorships, with 653 in 2026, 830 in 2025, 796 in 2024, 684 in 2023, 954 in 2022, 750 in 2021, 638 in 2020. Please note that this does not guarantee sponsorship for this specific role.

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