Global Head of Customer Experience Job Architecture, Development & Tooling

Global Head of Customer Experience Job Architecture, Development & Tooling Department: Community Operations Team: Strategy & Program Operations Location: Chicago, United States Type: Full-Time **About the Role** Community Operations (CommOps) is seeking a visionary, strategic and execution-oriented senior leader to define and lead the global evolution of Uber’s Community Specialists Team (CST) — the employee base of ~8,000 entry-level roles that power our in-house customer experience network. This leader will own the global strategy of job architecture, career development strategy, and enabling platforms that shape the present and future of the CST. As GenAI and automation rapidly transform customer support at scale, this role will define what the CST of the future looks like — including required competencies, proficiency models, career pathways, and the systems that enable performance and growth. Reporting to the Director of CST Experience, you will serve as a core member of the CST Experience leadership team. You will operate with high autonomy and global scope, partnering closely with Field Operations, Product, Engineering, and the People org to ensure CST talent strategy, policy, and tooling are future-ready, scalable, and globally consistent. This role combines strategic foresight, organizational design, program leadership, and operational governance. You will build the roadmap for how Uber attracts, develops, equips, and deploys one of its largest employee populations in an AI-enabled future. ## **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 buildi