Head of Support Segmentation Strategy

Head of Support Segmentation Strategy Department: Community Operations Team: Strategy & Program Operations Location: New York, United States Type: Full-Time **About the Role** The Global Segmentation & xPlatform Support Lead will define and operationalize the framework for differentiated support experiences at Uber. This leader will partner across CommOps, CO, Ops and Finance to design segmentation strategies that balance customer experience and cost efficiency — creating measurable business impact and lifetime customer value. You’ll drive how we prioritize Consumer, Earner, and Merchant segments, define critical support journeys, and embed segmentation into Uber’s support infrastructure. You’ll also partner with analytics teams to measure impact and inform investment decisions. You will also be responsible for running global CX programs for key xPlatform segments (e.g., UIP, Members, ELCs), working closely with CommOps LOB teams to execute and with analytics teams to track and report on progress. This is a senior, highly cross-functional, high-visibility role that combines strategic thinking, operational design, program management, and data-driven decision-making to advance Uber’s global support quality agenda. **What the Candidate Will Do** 1. Define the Global Segmentation Framework: Develop and own Uber’s support segmentation strategy across Customer, Earner, and B2B audiences. Identify and prioritize high-value segments and define differentiated support models. Establish a global single source of truth (SSOT) for customer segmentation, priority markets, “moments that matter,” and for the different levels of support available for those segments 2. Operationalize Segmentation at Scale: Partner with Mobility and Delivery CX and Tech (GDX/CO) to embed segmentation logic into platforms, policies, and workflows. Define and manage global requirements for segmentation tooling 3. Manage Global xPlatform Support Programs **:** Partner cross-functionally to design and operationalize support programs for xPlatform segments, including UIP, Member, ELC, etc 4. Measure Business and Experience Impact: Partner with GPSA, CODS