Program Lead, Airports & Venues CX

About the role
Airports and venues are Uber's highest-stakes customer experience moments. Airports alone account for approximately 15% of Uber's Mobility Gross Bookings globally — a disproportionate share driven by our premium portfolio, high-value riders, and the structural complexity of airport operations across 100+ priority hubs worldwide. On a platform completing more than 40 million trips every day, airport journeys punch well above their weight: they disproportionately shape how business travelers, tourists, and premium users perceive Uber. A single poor experience at a priority hub doesn't just generate a support ticket; it drives churn among the cohort most likely to be first-trip riders, most likely to upgrade to premium products, and most likely to become long-term brand advocates.
The Airports & Venues CX program owns the global strategy to eliminate that friction at scale. We sit at the intersection of Ops, Product, and CX — translating on-the-ground airport complexity (staging lots, regulatory constraints, fare structures, matching algorithms, wayfinding failures) into systemic, data-driven solutions that reduce defects across the top 100+ priority airports worldwide including venues.
As Program Lead, Airports & Venues CX, you will own the global defect reduction program — the most consequential initiative within this domain. You are the person who understands what is driving each basis point of airport defect rates across key issues such as fare disputes, cancellations, lost items or transaction issues at our priority hubs, and builds the cross-functional machine that surfaces customer insights, quantifies root causes drives and advocates for product and on ground improvements to bring that number down — structurally, not episodically.
This role is ideal for a senior CX, support operations, product operations, or travel operations leader who combines analytical rigor, customer empathy, AI fluency, and deep comfort operating in complex physical environments such as airports, airlines, mobility platforms, hospitality, logistics, or large-scale venues.
What you'll do
Own the global airport defect reduction program end-to-end. You will use AI to transform how we detect, diagnose, prevent, and resolve airport CX defects/painful experiences.
Define and maintain the global defect taxonomy for Airports & Venues — classifying root causes across top issues be it fare disputes or cancellations or lost items across the top priority airports and venues.
Build and run the global issue tracker: a systematically maintained, owner-assigned, SLA-tracked view of open defects across priority airports — published periodically to global and regional leadership.
Lead root-cause elimination: move beyond ticket-level fixes to identify structural product, policy, and operational changes that prevent defect categories from recurring. Propose and advocate for product improvements to fix painful experiences upstream.
Establish defect baselines and reduction targets across the top airports and venues in collaboration with Rider and Driver CX and Ops; and track and present progress periodically and systematically to senior stakeholders.
Architect and operate the actionable intelligence infrastructure
Define the KPIs, parameters, and alerting thresholds to surface emerging friction patterns before they compound.