**About the Team:** Community Operations is pioneering how Uber interacts with users around the globe. We support all Uber business lines and propositions (Mobility verticals like Rides, Hailables, High-Capacity Vehicles; Delivery verticals like Eats and Grocery; and specific propositions like Uber for Business) and cover a broad range of activities, including customer service, platform safety, new partner onboarding, sales, compliance and account management. In EMEA, we lead these activities in 30+ countries and in 20+ languages, in large-scale and highly nuanced market environments and operational complexity. We are incredibly proud of being the most geographically diversified team in Uber, and welcome you to be part of our high-performing, diversified and inclusive team! **About the Role:** As the customer experience arm of a fast-growing company constantly innovating, we are always looking for ways to better serve and engage our users. The _Mobility Experience_ central team works transversally across all mobility markets in EMEA. Our mission is to shape customer-centric experiences that foster drivers & riders loyalty, and sustainable growth. To achieve this, we’re looking for a Program Leader to push and optimise the rider experience across EMEA CommOps. In particular, the objectives are to: 1. Create a magical user experience on our key products, through the delivery of insights and initiatives along the customer journey 2. Transform our rider support experience through the deployment of AI 3. Optimise our level of spend to drive best returns 4. Differentiate the experience across different customer segments (Early Lifecycle users, Heavy users, Premium users, etc…) 5. Support the launch of new growth bets (Rent, Travel, Package, …) You will **lead a team** of talented individuals, each focusing on a key objective. You will have end-to-end responsibility from strategy to final delivery, leveraging data, technology and managing a broad network of stakeholders in the process. You will also dive into the details of the end-to-end customer journey and embrace the scale and complexity of our operations. With the highly strategic focus of your portfolio and the ambiguity of the problems at hand, you will often act as a thought partner to senior leaders in the organization. Given the ambition of Uber to become a global-first organization, enabling greater coordination, efficiency, and speed, you will also act as a change agent to help the organization shift to a global-first approach to our business for both product roll-out and operational policies. The ideal candidate is passionate about customer experience, has strong strategic thinking and problem solving capabilities, and will leverage her thought leadership to influence and drive meaningful results across the organisation. **What you'll do** 1. Define the strategy and priorities for commops EMEA to improve and optimise the rider experience 2. Operationalise plans with a high sense of operational excellence and robust methods to track performance 3. Work with our product partners to implement AI-powered solutions and improve the customer experience 4. Lead and develop a highly performing team. 5. Collaborate with senior leadership to influence strategic decisions. 6. Manage cross-functional stakeholder relationships across different markets and regions. 7. Be accountable for rider commops performance metrics. **Basic Qualifications** 1. **Experience:** Minimum 8 years of experience 2. **Strategic thinking**. You understand our broad strategy in Uber & Community Operations, can approach problems analytically, identify solution levers and propose an effective and implementable strategy. 3. **Strong business acumen.** This team are the experts to understand riders and their key pain points in the experience with Uber. 4. **Stakeholders management**. This role is highly cross-functional and needs to lead with influence across several teams and senior leaders 5. **Innovative mindset.** You will need to lead with innovation on things like tech/AI, and have a mindset to challenge the status quo 6. **Communication**. Excellent communicator and highly collaborative 7. **Team management.** Track record of building, leading, and engaging diverse teams We welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently. If you have the curiosity, passion, and collaborative spirit, work with us, and let’s move the world 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](mailto:accommodations@uber.com).