Program Leader, Global Membership CX

About the Team
The Global Consumer CX Team owns the policies, insights, reporting, and planning behind all Membership-specific (non-trip) support experiences. Operating with a global-first, regionally nuanced mindset, we deliver a single, coherent support experience worldwide for our flagship subscription program, Uber One. We blend policy architecture, experience design, and single-threaded accountability to eliminate fragmentation, manage the persona Support P&L, and convert customer friction directly into upstream engineering and operational requirements.
About the Role
As the Global Membership Program Leader , you will hold end-to-end accountability for the subscriber support journey across policy optimization, experience design, AI/automation, and upstream defect reduction. In this role, you will directly lead two specialized S4 Pillar Leads (Insights & Reporting and Policy, Content & Experience). You will serve as the primary CX thought partner to the Global Head of Membership & Loyalty, translating commercial strategy into high-value CX initiatives while partnering with Product and Tech teams to eliminate defects at the source.
What You'll Do
Direct Team Leadership: Manage, mentor, and empower two S4 Pillar Leads (Insights & Reporting and Policy, Content & Experience), overseeing global membership CX workstreams and executive reporting.
Strategic Business Partnership: Partner closely with the Global Head of Membership & Loyalty to align CX strategy with commercial priorities, growth targets, and subscriber retention goals.
Upstream Defect Reduction: Own the global tech and non-tech Defect Reduction (DR) roadmaps, leveraging data analytics to convert member friction into funded Product and Tech requirements.
In-Scope Policy Optimization: Act as the decisi