Global Program Lead - Delivery Fix Experience

Global Program Lead - Delivery Fix Experience Department: Community Operations Team: Strategy & Program Operations Location: Amsterdam, Netherlands Type: Full-Time **About the Role** The GFX Product Lead for Delivery is accountable for product support ownership for the Uber Delivery domain, delivering scalable, high-quality support experiences that reduce customer friction and improve resolution outcomes. The role is also responsible for leading outage and crisis management within the EMEA time zone, ensuring timely global incident response and driving remediation planning and execution across regional stakeholders, with a focus on EMEA impact. This role ensures strategic alignment across CommOps, Engineering, and Product stakeholders, enabling efficient issue resolution, high-quality support experiences, and reduced friction for customers and agents. The scope covers full lifecycle ownership of support operations from product ideation through anomaly detection, issue lifecycle management, incident response and resolution, with an emphasis on driving measurable improvements in speed, quality, and customer experience. **What You’ll Do** Product Technical Support Leadership – Delivery - Define and execute the product support strategy for the Delivery domain, particularly for the Eater, Merchant, and Courier personas, aligned with global product roadmaps and Global Escalation goals. - Drive improved performance of support KPIs and tech support efficiency (time to escalate, escalation rate, resolution time, mis-escalation rate, Time to T3, Eng SLA compliance) - Ensure readiness of GFX Merchant, Earner & Consumer support teams (KRK, PHX, HYD) for new features, launches, and updates; coordinate global documentation, technical support tools, and training partners. - Identify risks, gaps, and pain points across the support flow and work with Engineering and Product partners to resolve them at the root cause to reduce Tech Issue Inflow Rate - Act as the subject matter expert (SME) for support processes across these product areas, driving roadmap input and escalation prioritization, and serving as the lead SME for Delivery-critical