Uber · 2 weeks ago
Global Program Leader- Operational Programs & Enablement
San Francisco, CA
Full-time
Onsite
Senior Level, Lead/Staff
$155K/yr - $172K/yr
8+ years expUber is seeking a Global Program Leader for Operational Programs & Enablement within their Global Fix Experience Team. This role is responsible for driving operational excellence and improving workflows while managing a team to ensure high-quality investigations and resolutions for bugs and outages.
LogisticsMobile AppsRide SharingSoftwareTransportation
Responsibilities
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
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
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
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)
Qualification
Required
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
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, ServiceNow, PagerDuty, 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
Benefits
You will be eligible to participate in Uber's bonus program
May be offered an equity award & other types of comp
You will also be eligible for various benefits
Company
Uber
Uber develops, markets, and operates a ride-sharing mobile application that allows consumers to submit a trip request.
10001+ employees
H1B Sponsorship
Uber has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (830)
2024 (796)
2023 (684)
2022 (954)
2021 (750)
2020 (638)
Funding
Current Stage
Public CompanyTotal Funding
$35.56BKey Investors
William AckmanPayPalToyota Motor
2025-09-08Post Ipo Debt· $2.25B
2025-05-13Post Ipo Debt· $1B
2025-01-01Post Ipo Equity· $2.3B
Leadership Team
Dara Khosrowshahi
CEO
Prashanth Mahendra -Rajah
Chief Financial Officer
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