**About the Team** Community Operations (CommOps) is at the heart of how Uber engages with users around the world. Supporting every Uber vertical—from Mobility (Rides, Hailables, High-Capacity Vehicles) and Delivery (Eats, Grocery), to Uber for Business—we ensure seamless customer interactions across support, safety, onboarding, sales, compliance, and account management. In EMEA, we operate across 30+ countries in 20+ languages, navigating diverse market landscapes and complex operational challenges. We’re proud to be Uber’s most geographically and culturally diverse team, driven by a shared commitment to high performance and inclusion. **About the Role** The Mobility Experience team sits at the center of CommOps, working across all EMEA mobility markets to deliver world-class customer experiences. Our mission is to design customer-centric journeys that enhance rider satisfaction, foster loyalty, and unlock sustainable business growth. We are looking for a Rider Experience Program Lead to drive key initiatives aimed at transforming the rider experience. From strategy to execution, you’ll drive programs that: - Create magical experiences across the rider journey - Transform support through AI-powered innovation - Optimize policies and costs in collaboration with global teams - Provide actionable insights to stakeholders across Product and Ops - You’ll play a critical role in defining and operationalizing our customer experience roadmap, collaborating with cross-functional stakeholders across regions. You’ll also serve as a thought partner to senior leadership and a change agent helping our teams embrace GenAI and operational excellence. **What You'll Do** - **Shape Strategy:** Define priorities and opportunity areas to improve the rider experience across CommOps. - **Drive Execution:** Translate strategy into clear action plans and ensure seamless execution with excellence. - **Enable AI Deployment:** Partner with Product teams to drive implementation of AI solutions in rider support. - **Deliver Insights:** Lead customer experience investigation and data analysis to uncover pain points and drive decisions. - **Influence Leadership:** Present compelling narratives and recommendations to senior leadership to inform strategic decisions. - **Lead Cross-Functional Collaboration:** Manage relationships with stakeholders across regions and functions. - **Measure Impact:** Own the tracking and analysis of rider experience KPIs, including customer satisfaction and efficiency metrics. **What You'll Need** - **Customer-Centric Mindset:** Deep understanding of customer experience and a passion for solving user pain points. - **Analytics & Problem-Solving Excellence:** Strong analytical and critical thinking skills; ability to break down complex problems and propose data-driven solutions. - **Business Acumen:** Ability to align rider experience improvements with broader business goals and financial impact. - **Cross-Functional Leadership:** Proven ability to manage and influence stakeholders across functions, markets, and seniority levels. - **Innovative Thinking:** Curious and future-oriented; comfortable challenging the status quo and leading with tech-forward thinking, especially in AI. - **Exceptional Communication:** Clear and persuasive communicator, capable of translating complex ideas into actionable insights. - **Experience:** 6+ years of experience in strategy, program management, operations, or customer experience, ideally in a tech, consulting, or high-growth environment. **Preferred Qualifications** - Experience in customer support or community operations at scale - Hands-on experience leveraging Generative AI tools (e.g., ChatGPT, Gemini) to drive efficiency, generate insights, or enhance workflows. - Comfort with tools like SQL **Why Join Us?** At Uber, you’ll work on some of the most impactful challenges of our time, alongside a team of smart, passionate, and collaborative people. You’ll shape the experience of millions of riders, help Uber lead in customer excellence, and be part of a journey that’s transforming the way the world moves. 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 fuelds progress. What moves us, moves the world - let’s move it forward, together. 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 be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role. \*Accommodations may be available based on religious and/or medical conditions, or as required by applicable law. To request an accommodation, please reach out to [accommodations@uber.com](mailto:accommodations@uber.com).