Head of Community Specialist Team Framework - Job Architecture & Strategy

Head of Community Specialist Team Framework - Job Architecture & Strategy Department: Community Operations Team: Strategy & Program Operations Location: Chicago, United States Type: Full-Time ## **About the Role** Community Operations (CommOps) is seeking a strong, strategic people leader to own the design and operationalization of the global Community Specialists Team (CST) job architecture. Reporting to the Global Head of CST Framework, Development & Tooling (L6), this leader will partner closely on the long-term vision for the evolution of CST roles while taking primary responsibility for translating that strategy into scalable, globally consistent frameworks that can be deployed across ~8,000 member CST. As GenAI and automation reshape customer support, this role will play a critical part in ensuring CST role definitions, competencies, and proficiency models remain future-ready while grounded in operational realities. You will lead a team and work cross-functionally with Field Operations, People, and L&D to implement and continuously refine the CST architecture at scale. This is a high-impact global role requiring organizational design depth, operational rigor, and strong cross-functional leadership. ## **About CST Experience** CST Experience is a global program management team responsible for setting the strategy for job architecture, career development, policy, communications, engagement, and performance management for Uber’s Community Specialists Team (CST) — the thousands of entry-level roles within customer support and related operational functions. As the customer support landscape rapidly evolves with GenAI and automation, CST Experience plays a critical role in future-proofing this workforce. The team ensures CST talent is equipped with the right skills, tools, and development pathways to deliver exceptional customer experiences while building sustainable careers within Uber. ## **About Community Operations (CommOps)** The Community Operations organization at Uber is responsible for delivering world-class customer support to riders, drivers, eaters, and couriers. Program Managers within Community Operations partner cross-functionally