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Uber is changing how people think about transportation, part of the logistical fabric of 600+ cities - giving people what they want when they want it.

Size: 10000+ employees
Industry: Technology

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About the Team

The Global Fix Experience (GFX) Team is a global team that takes full ownership of production Bug and Outages and drives them all the way to resolution in real-time. The team serves two key functions while bridging the gap between our support and engineering organizations. 1) We triage agent reports of possible bugs and outages to identify system issues by deeper investigations, reproducing the issue, and escalating them to the appropriate team to drive resolution in a timely manner. 2) We also handle incident response protocols during outages to ensure that key partners are updated as well as we provide the support needed to connect the dots.

About the Role

• The Global Program Lead
• Operational Programs & Enablement is responsible for driving operational excellence, establishing scalable support programs, improving investigation and escalation workflows, and ensuring global readiness for new product or feature launches, and new work intake. This role strengthens GFX operations through robust performance frameworks, enablement programs, process optimization, and cross-functional coordination.

This leader ensures GFX teams have the tools, training, processes, and operational infrastructure required to consistently deliver high-quality investigations and accurate resolution to improve overall customer experience.

What the Candidate Will Do

Process Intake, Design, & Optimization

• Lead and manage the operational intake process for new work, rollouts, new workflows, and operational changes.
• Oversee the design, standardization, and optimization of end-to-end support processes across multiple products, ensuring global consistency and efficiency
• Drive continuous improvement initiatives to eliminate friction, reduce cycle time, and improve quality of investigations and escalations.
• Evaluate operational tools and collaborate with partners to improve process scalability and usability.

Performance Metrics & Frameworks:

• Own operational KPI frameworks, performance scorecards, dashboards, and health reviews for the GFX team
• Drive alignment on performance definitions, measurement standards, and success criteria across teams
• Own and evolve the quality assurance & technical reviews framework for investigations, triage accuracy, escalations, and adherence to SOPs.
• Own learning and knowledge management to maintain clear, accurate, and current training materials and knowledge assets.

Operational Program Management & Continuous Improvement:

• Lead & program manage global programs aimed at improving bug triage, outage handling, workflow consistency, and cross-team coordination.
• Drive automation and optimization opportunities in processes, tooling, and operational workflows.
• Collaborate broadly across Support Operations, Engineering, Product, Community Operations CX, and Quality teams.
• Serve as the operational voice-ensuring processes, workflows, and readiness plans support efficient bug and outage management.
• Build strong communication channels and feedback loops to drive continuous operational alignment.

Team and People Management:

• Manage 3-5 direct reports consisting of program specialists & leads across different locations and time zones (overall team of 15-20 people)
• Own and be accountable for the performance of GFX Ops teams across different queues, locations, and time zones (matrix reporting)

Basic Qualifications

• 8+ years of experience in support operations, technical support programs, operational program management, or customer experience operations
• Bachelor's degree in Program Management, Operations, Logistics, Engineering, or a related field
• 2+ years of people management experience

Preferred Qualifications

• Strong experience on operational performance management, measurement, and process design.
• Proven experience improving support workflows, driving operational programs, and managing complex initiatives.
• Excellent communication, cross-functional alignment, and stakeholder management skills.
• Experience managing operational work intakes, new work evaluation, or rollout coordination.
• Strong background in quality assurance frameworks for support processes or investigation workflows.
• Experience with bugs/outages support, incident management protocols, and global operations.
• Familiarity with tools such as Jira, Service Now, Pager Duty, or similar platforms.
• Exposure to AI- or automation-enabled support enhancements (triage, early detection, deflection).
• Certifications or experience with Project Management, Lean, Six Sigma, or continuous improvement frameworks.

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• For San Francisco, CA-based roles: The base salary range for this role is USD**$155,000 per year**
• USD**$172,000 per year**.

You will be eligible to participate in Uber's bonus program, and may be offered an equity award & other types of comp. You will also be eligible for various benefits. More details can be found at the following link https://www.uber.com/careers/benefits.

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 fuels progress. What moves us, moves the world - let's move it forward, together.

Uber is proud to be an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know by completing this form.

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.

Client-provided location(s): San Francisco, CA

Job ID: Uber-152052

Employment Type: FULL_TIME

Posted: 2025-12-25T20:06:39
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Perks and Benefits

Health and Wellness

• Health Insurance
• Health Reimbursement Account
• Dental Insurance
• Vision Insurance
• Life Insurance
• FSA With Employer Contribution
• Fitness Subsidies
• On-Site Gym
• Mental Health Benefits

Parental Benefits

Fertility Benefits:

Work Flexibility

• Flexible Work Hours
• Remote Work Opportunities
• Hybrid Work Opportunities

Office Life and Perks

• Casual Dress
• Pet-friendly Office
• Snacks
• Some Meals Provided
• On-Site Cafeteria

Vacation and Time Off

• Paid Vacation
• Unlimited Paid Time Off
• Paid Holidays
• Personal/Sick Days
• Sabbatical
• Volunteer Time Off

Financial and Retirement

• 401(K)
• Company Equity
• Performance Bonus

Professional Development

• Work Visa Sponsorship
• Associate or Rotational Training Program
• Promote From Within
• Mentor Program
• Access to Online Courses

Diversity and Inclusion

• Employee Resource Groups (ERG)
• Diversity, Equity, and Inclusion Program

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