About the Role

At Uber, providing excellent customer support to our users is a core feature of our product experience. For the Uber Eats space, we must maintain that level of customer service while scaling to meet the needs of a new and rapidly growing business, whether it be a leading market or a

country we are just entering.

As Program Lead on the EMEA Eater CX team, you will lead the regional execution of tech and support initiatives that enhance the Eater experience and strengthen support operations. You will own operational readiness for launches, define scalable processes and workflows, and ensure new tech solutions are effectively implemented and adopted across the region. Through rigorous performance monitoring and data-driven analysis, you will identify improvement opportunities and drive continuous enhancements in quality, efficiency, and customer satisfaction while balancing costs and ensuring business ROI. Acting as the regional CX voice, you will translate frontline insights into actionable tech and process improvements in close partnership with cross-functional stakeholders.

What will you do

1. Design and execute cross-functional initiatives that enhance the Eater support experience across automated, self-service, and agent-driven channels, improving quality, efficiency, and customer engagement
2. Lead the regional implementation and launch readiness of product and support initiatives across EMEA, ensuring operational viability, stakeholder alignment, training enablement, and post-launch performance monitoring
3. Serve as the regional CX representative in product discussions, translating customer insights, frontline feedback, and operational constraints into clear requirements and actionable input
4. Develop and maintain scalable support procedures, issue workflows, and policies for existing and new products across current and upcoming markets
5. Monitor operational performance using support metrics and customer experience indicators, identifying trends and surfacing insights to inform continuous improvement
6. Conduct root cause analysis on recurring issues and implement sustainable process and tooling enhancements in partnership with cross-functional teams
7. Identify and prioritize high-impact opportunities using data and customer insights to focus regional efforts where they drive the greatest value
8. Design and execute pilots and phased rollouts, testing initiatives before scale and iterating based on measurable outcomes
9. Collaborate and influence stakeholders across Ops, Risk, Product, Tech, and Comm Ops to align priorities and drive execution within a matrixed environment

Basic Qualifications:

1. 8+ years of experience: in Customer Experience, Program Management, Operations, or Product Operations, preferably in a fast-paced, tech-driven environment
2. Data-driven and analytical approach: You can turn raw data into a readout and utilize numbers to tell a story and build a strategy. You know the right questions to ask to get to actionable outcomes, and you know how to explain data in a digestible way. Advanced proficiency in Excel/Google Sheets
3. Strong working knowledge of support performance metrics: you've used data to guide strategy, prioritize roadmaps, and assess results
4. Excellent stakeholder management skills: you build trust and strong working relationships across Product, Policy, Risk, and Operations teams
5. Effective thought partner and influencer: you guide cross-functional decisions across competing OKRs and KPIs with confidence and empathy
6. Balance of strategic vision and operational rigor: you're equally comfortable with long-term planning and rapid execution
7. Natural problem-solver: you're curious, analytical, and resilient in navigating ambiguity or competing priorities with proven ability to lead complex, cross-functional initiatives that deliver measurable impact at scale
8. Strong communicator: with a knack for simplifying complexity and aligning teams toward a common goal

Preferred Qualifications:

1. Experience working across EMEA markets, with an understanding of regional variation in support operations, regulation, and customer behavior
2. SQL proficiency: can Frankenstein a query for quick insights, bonus points for experience creating your own
3. Strong communication and presentation skills, including experience presenting data & insights to senior audiences, obtaining buy-in
4. Exposure to program management,customer policy, trust & risk, or fraud-related customer workflow
5. Experience implementing and scaling new and emerging technologies within customer experience or operations environments, ensuring operational readiness, adoption, and measurable performance impact

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.