Cx Program Lead

**About the Role**At Uber, delivering world-class customer support is at the heart of our product experience. To achieve this, we need visionary leaders who can navigate dynamic operations, drive transformation, and work closely with our Tech teams to create innovative solutions in a rapidly changing environment.As the Sr. Program Manager, Customer Experience, you will play a critical role in shaping and executing our customer support strategy. You will lead and manage high-impact, cross-functional initiatives, guiding global and regional teams through the entire project lifecycle. Your expertise will drive both exceptional customer experiences and scalable, cost-efficient support operations across the region.In this role, you will have the opportunity to:- Own the end-to-end execution of customer experience strategies, driving improvements that align with business goals and enhance user satisfaction.- Lead transformation within customer support operations by leveraging cutting-edge technologies and data insights to optimize processes, reduce costs, and improve efficiency.- Collaborate with senior leadership and cross-functional teams to deliver impactful, customer-centric solutions that drive business growth.Shape a high-performing, customer-obsessed culture while inspiring teams to continuously innovate and improve in a fast-paced, evolving environment.Exciting opportunity to make a meaningful impact on our customer experience, shape the future of customer support, and take on a leadership role in an organization that values innovation, collaboration, and results.**What you'll do**:- **Define and Execute CX Strategy**:Lead the development and execution of comprehensive customer experience strategies that align with business objectives, focusing on enhancing user satisfaction, loyalty, and long-term growth. Drive alignment across regional and global teams to ensure consistent, high-quality experiences at scale.- **Drive Operational Excellence to deliver Financial & Experience Goals**:Oversee the operational management of customer experience programs, ensuring that support operations are optimized for both exceptional customer satisfaction and meeting financial goals. Drive efficiency initiatives, cost management, and process improvements to maximize impact and resource utilization.- **Lead Cross-Functional Collaboration**: Foster strong partnerships with key departments (e.g., Ops, Product, Tech, Business, Global teams) to align on customer experience initiatives. Act as a strategic liaison to ensure seamless execution and cross-departmental synergies in delivering customer-focused outcomes.- **Drive the Execution of Complex, Cross-Functional Programs**:Lead high-impact, cross-functional programs that involve multiple teams across regions and departments. Ensure alignment of program objectives with overall business priorities, delivering measurable and tangible results while maintaining a customer-first focus.- **Champion Customer-Centric Strategy Across the Organization**: Advocate for customer-centric initiatives within strategic discussions, ensuring that customer needs and feedback are central to decision-making. Build and nurture a customer-obsessed culture that drives continuous improvement in all aspects of operations.- **Leverage Data to Inform Strategy & Operational Decisions**: Utilize data and analytics to measure the effectiveness of CX strategies and operational performance. Provide actionable insights to refine and adapt strategies, identify opportunities for operational improvements, and support business growth.- **Drive Innovation through Technology & Automation**: Identify and champion opportunities to integrate emerging technologies (e.g., AI, machine learning) and automation tools into the support process, driving both customer satisfaction and operational efficiencies.- **Monitor Program Performance & Report on Results**: Regularly assess program performance against KPIs and business objectives. Provide senior leadership with insights on progress, challenges, and opportunities, ensuring timely adjustments to keep programs on track.- **Align Global and Regional Teams for Scalability**: Ensure alignment between global and regional teams to scale customer experience operations efficiently. Support localization efforts where necessary while maintaining a consistent experience across markets.- **Foster a Collaborative Environment for Continuous Improvement**:Build and sustain an environment of collaboration across functional areas, driving alignment between teams and stakeholders. Encourage cross-team brainstorming, idea sharing, and innovation to optimize operational performance and improve the overall customer experience.- **Leadership in Scaling Operations**:Lead initiatives to scale and optimize support operations across geographies and business units, ensuring consistency in service delivery and performance while adapting to local market needs.**Basic Qualifi