Program Leader, Eater Experience & Tech Enablement - EMEA Delivery CommOps

Program Leader, Eater Experience & Tech Enablement - EMEA Delivery CommOps Department: Community Operations Team: Strategy & Program Operations Location: Amsterdam, Netherlands Type: Full-Time **About the Role** At Uber, providing excellent customer support to our users is a core feature of our product experience. For the Uber Eats space, we must maintain that level of customer service while scaling to meet the needs of a new and rapidly growing business, whether it be a leading market or a country we are just entering. As Program Lead on the EMEA Eater CX team, you will lead the regional execution of tech and support initiatives that enhance the Eater experience and strengthen support operations. You will own operational readiness for launches, define scalable processes and workflows, and ensure new tech solutions are effectively implemented and adopted across the region. Through rigorous performance monitoring and data-driven analysis, you will identify improvement opportunities and drive continuous enhancements in quality, efficiency, and customer satisfaction while balancing costs and ensuring business ROI. Acting as the regional CX voice, you will translate frontline insights into actionable tech and process improvements in close partnership with cross-functional stakeholders. **What will you do** 1. Design and execute cross-functional initiatives that enhance the Eater support experience across automated, self-service, and agent-driven channels, improving quality, efficiency, and customer engagement 2. Lead the regional implementation and launch readiness of product and support initiatives across EMEA, ensuring operational viability, stakeholder alignment, training enablement, and post-launch performance monitoring 3. Serve as the regional CX representative in product discussions, translating customer insights, frontline feedback, and operational constraints into clear requirements and actionable input 4. Develop and maintain scalable support procedures, issue workflows, and policies for existing and new products across current and upcoming markets 5. Monitor operational performance using support metrics and customer experience indicators, iden