--- title: Program Leader, Driver CX at Uber in San Francisco, CA description: Uber is hiring for the Program Leader, Driver CX role in San Francisco, CA. Pays $162K–$180K per year. See the full description and apply. type: job url: https://www.foundrole.com/jobs/program-leader-driver-cx-at-uber-01a0f4e7-54ef-7e7f-a672-5494981bbafc date: 2026-10-01T01:15:32Z og_description: Join Uber as Program Leader, Driver CX in San Francisco, CA. Pays $162K–$180K per year. Full-time role. og_image: https://www.foundrole.com/og/b5j02p.png breadcrumbs: - label: Home url: https://www.foundrole.com/ - label: Search url: https://www.foundrole.com/jobs --- | | | |---|---| | **Company** | Uber | | **Location** | San Francisco, CA | | **Salary** | $162K/yr - $180K/yr | | **Type** | Full Time | | **Posted** | Sep 30, 2026 | ## Description **About the Team:** The **Global Driver CX Team** owns the policies, insights, reporting, and planning behind all Driver support experiences. Operating with a global-first, regionally nuanced mindset, we deliver a single, coherent support experience worldwide for our Drivers. We blend policy architecture, experience design, and single-threaded accountability to improve the driver experience by reducing defects and creating a seamless support experience. **About the Role:** As a Global Driver CX Program Lead, you will hold end-to-end accountability for Driver Account policy optimization, experience design, AI/automation, and upstream defect reduction. In this role, you will directly lead one project specialist Pillar Leads supporting this work. You will serve as the primary CX thought partner on Driver Accounts with the Earner Experience Product team, translating driver pain points into defect reduction opportunities. **What You'll Do:** - **Upstream Defect Reduction & Strategic Product Partnership**: Own the global tech and non-tech Defect Reduction (DR) roadmaps, leveraging data analytics to convert Driver pain points into funded Product and Tech requirements. Partner with Product teams to ensure support readiness for Driver Account feature launches. - **In-Scope Policy Optimization**: Act as the decision-maker for Driver Account issues including, but not limited to Demand and Tech Issues, Reward Programs, and Driver Feedback —continuously optimizing our harmonized global policy framework for quality and cost efficiency. - **Metric Ownership**: Drive core metrics for Account related issues, including Defect Rate, Contact Rate, Time To Resolution, 1* CSAT, and inferred CSAT. - **AI & Automation Transformation**: Scale next-generation conversational AI and self-service support flows, accelerating the transition to automated, AI-driven root-cause detection. Develop strategies to use AI to prevent and proactively resolve Account issues before support inbounds occur. **What You'll Need:** - **Customer-Centric Mindset:** **Deep knowledge of customer experience and a passion for solving user pain points** - **Analytics & Problem-Solving Excellence:** **Expert analytical and critical thinking skills; ability to break down complex problems and propose data-driven solutions. Ability to zoom out to define strategy while also diving into data, metrics, and operational inputs.** - **Business Acumen:** **Excellent understanding of the Rideshare business and ability to align driver experience improvements with broader business goals and financial impact** - **Cross-Functional Leadership:** **Proven ability to manage and influence without authority senior leaders across functions and markets** - **Innovative Thinking:** **Curious and future-oriented; comfortable challenging the status quo and leading with tech-forward thinking, especially in AI** - **Communication:** **Ability to develop and deliver executive-ready communications** **Basic Qualifications:** - Minimum 5 years of experience in CX Strategy, Product Operations, Operations, Commercial Strategy, or Program Management - Bachelor's Degree **Preferred Qualifications:** - Experience with Gen AI or LLMs, including gathering and analyzing data insights - Proven success with global program design and execution - Experience working in customer experience, support, or service operations - Ability to balance global standardization with regional nuance - 1+ years management experience - Ability to act as a trusted advisor to senior commercial leaders and influence Product/Tech roadmaps without direct authority - Mastery of data-backed decision-making and Root Cause Analysis - Experience optimizing global policy frameworks and deploying conversational AI, automated self-service, and digital support tools. - 1+ years defining and executing large-scale customer or operational strategies For New York City, NY-based roles: The base salary range for this role is USD $162,000 per year - USD $180,000 per year.   For San Francisco, CA-based roles: The base salary range for this role is USD $162,000 per year - USD $180,000 per year. For Chicago, IL-based roles: The base salary range for this role is USD $146,000 per year - USD $162,000 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. All full-time employees are eligible to participate in a 401(k) plan. You will also be eligible for various benefits. ## Skills - Zoom (Video Conferencing Tool) - Balance Sheet - Business Acumen - Influencing - Decision Making - Influencing Skills - Analytics - Program Management - Customer Focus - Problem Solving - Critical Thinking - Automation - Customer Satisfaction - Root Cause Analysis - Cross-Functional Collaboration - Artificial Intelligence - Product Operations - Quality Improvement - Conversational AI - Loyalty Program Management - Large Language Models (Llm) - Commercial Strategy - Product Roadmaps - Data Analysis - Customer Experience - Communication ## Benefits - 401(k) Plans ## How to Apply [Apply for this position](https://www.foundrole.com/jobs/program-leader-driver-cx-at-uber-01a0f4e7-54ef-7e7f-a672-5494981bbafc?utm_source=ai_markdown) ## Related - [Browse all companies](https://www.foundrole.com/companies?utm_source=ai_markdown) ## Explore this job market - [California Jobs Hiring Now](https://www.foundrole.com/locations/california?utm_source=ai_markdown) — 254084 jobs - [San Francisco Jobs Hiring Now](https://www.foundrole.com/locations/california/san-francisco?utm_source=ai_markdown) — 26171 jobs - [Internet Marketplace Platforms](https://www.foundrole.com/sectors/technology/internet-marketplace-platforms?utm_source=ai_markdown) — 6769 jobs ## Related hubs - [California Jobs Hiring Now](https://www.foundrole.com/locations/california?utm_source=ai_markdown) — 254084 jobs - [San Francisco Jobs Hiring Now](https://www.foundrole.com/locations/california/san-francisco?utm_source=ai_markdown) — 26171 jobs - [Internet Marketplace Platforms](https://www.foundrole.com/sectors/technology/internet-marketplace-platforms?utm_source=ai_markdown) — 6769 jobs ## Browse - [Companies A–Z](https://www.foundrole.com/companies?utm_source=ai_markdown) - [Jobs by state and city](https://www.foundrole.com/locations?utm_source=ai_markdown) - [H1B sponsors by location](https://www.foundrole.com/h1b-sponsors?utm_source=ai_markdown) - [H1B salaries](https://www.foundrole.com/h1b-salaries?utm_source=ai_markdown) - [Sectors and industries](https://www.foundrole.com/sectors?utm_source=ai_markdown) - [Latest jobs](https://www.foundrole.com/jobs/latest?utm_source=ai_markdown)