Program Lead, Airports & Venues CX

Program Lead, Airports & Venues CX Department: Community Operations Team: Support Operations Location: New York, United States Type: Full-Time As the **Program Lead for Airports & Venues CX**, you will own the **Global Strategy of Record** for one of Uber’s most high-stakes and operationally complex topics. This role serves as the critical strategic bridge between global leadership and regional execution, architecting the vision to radically transform the airport and venue experience. You are responsible for identifying systemic friction, architecting defect-reduction frameworks, and implementing global policies at scale. This is a role for a high-potential self-starter who excels at navigating senior-level stakeholder environments and translating complex customer data into scalable operational solutions across multiple time zones. **What You Will Do** 1. **Strategy of Record:** Architect and maintain the global strategic roadmap for the Airports & Venues experience, ensuring alignment between regional operational needs and global scaling objectives. 2. **Defect Reduction at Scale:** Lead the end-to-end identification and elimination of customer experience defects. You will move beyond "fixing tickets" to designing systemic solutions that aim to prevent issues before they occur. 3. **Product & Tech Partnership:** Collaborate closely with Product and Tech teams to advocate for specific requirements. You will influence technical roadmaps to improve the core customer journey and automate support workflows. 4. **Dashboards & Alerting:** Design and manage sophisticated reporting mechanisms and real-time alerting systems to identify experience dips globally. 5. **Policy & Segmentation:** Develop specialized customer support policies and segmentation strategies. You will look into the "why" behind customer behavior to radically improve experience through tailored service models. 6. **Operational Implementation:** Drive the transition from manual, bespoke fixes to automated, high-scale support models that function across diverse international markets. 7. **Senior Stakeholder Liaison:** Act as the primary interf