Director, GDX Global Standards

Director, GDX Global Standards Department: Community Operations Team: Community Operations Location: San Francisco, United States Type: Full-Time **About the Role** The Director of Global Standards leads Uber’s global effort to deliver consistent, high-quality customer and agent experiences by driving standardization, quality, and simplification across Customer Support technologies and operations. As part of the Global Digital Experiences (GDX) leadership team, this leader acts as the bridge between CommOps and Customer Obsession Product team, ensuring that every support product and policy launched globally is reliable, scalable, and user-centered. The Director of Global Standards will oversee a large, distributed organization spanning User Acceptance Testing, Usability, Product Evangelism, Global First Product Operations, and support policy Optimisation. Each of these programs plays a critical role in enabling Uber’s transition to tech-first, AI-powered customer support. **What You’ll Do** - Define and execute the Global Standards strategy that advances Uber’s vision to unlock transformative, global-first technology and operations for customer support through quality, standardization, and simplification - Lead and coach senior managers and program leaders overseeing several specialized global programs: - **User Acceptance Testing:** Modernize Product Quality and Product Risk processes with automation and AI to ensure stable, high-quality launches - **Usability:** Drive user-centered design through scalable usability research and actionable insights - **Product Evangelism:** Accelerate adoption and awareness of customer support tech - **Global First Product Operations:** Enable rapid, high-quality global rollouts through process design and portfolio management - **Policy Optimisation:** Simplify, align, and govern tech-first and global-first support policies across markets, enabling automation and AI-readiness - Lead and coach a large global team, including managers and program leads, fostering a culture of innovation, inclusion, and accountability - Partner with Product and CommOps teams to