Senior Program Manager, Rider Experience - EMEA Mobility CommOps

About The TeamCommunity Operations (CommOps) is at the heart of how Uber engages with users around the world. Supporting every Uber vertical-from Mobility (Rides, Hailables, High-Capacity Vehicles) and Delivery (Eats, Grocery), to Uber for Business-we ensure seamless customer interactions across support, safety, onboarding, sales, compliance, and account management.In EMEA, we operate across 30+ countries in 20+ languages, navigating diverse market landscapes and complex operational challenges. We're proud to be Uber's most geographically and culturally diverse team, driven by a shared commitment to high performance and inclusion.About The RoleThe Mobility Experience team sits at the center of CommOps, working across all EMEA mobility markets to deliver world-class customer experiences. Our mission is to design customer-centric journeys that enhance rider satisfaction, foster loyalty, and unlock sustainable business growth.We Are Looking For a Rider Experience Program Lead To Drive Key Initiatives Aimed At Transforming The Rider Experience. From Strategy To Execution, You'll Drive Programs That Create magical experiences across the rider journey Optimize policies and costs in collaboration with global teams Provide actionable insights to stakeholders across Product and Ops You'll play a critical role in defining and operationalizing our customer experience roadmap, collaborating with cross-functional stakeholders across regions. You'll also serve as a thought partner to senior leadership and a change agent helping our teams embrace GenAI and operational excellence. What You'll Do Shape Strategy: Define priorities and opportunity areas to improve the rider experience across CommOps. Drive Execution: Translate strategy into clear action plans and ensure seamless execution with excellence. Deliver Insights: Lead customer experience investigation and data analysis to uncover pain points and drive decisions. Influence Leadership: Present compelling narratives and recommendations to senior leadership to inform strategic decisions. Lead Cross-Functional Collaboration: Manage relationships with stakeholders across regions and functions. Measure Impact: Own the tracking and analysis of rider experience KPIs, including customer satisfaction and efficiency metrics. What You'll Need Customer-Centric Mindset: Deep understanding of customer experience and a passion for solving user pain points. Analytics & Problem-Solving Excellence: Strong analytical and critical thinking skills; ability to break down complex problems and propose data-driven solutions. Business Acumen: Ability to align rider experience improvements with broader business goals and financial impact. Cross-Functional Leadership: Proven ability to manage and influence stakeholders across functions, markets, and seniority levels. Innovative Thinking: Curious and future-oriented; comfortable challenging the status quo and leading with tech-forward thinking. Exceptional Communication: Clear and persuasive communicator, capable of translating complex ideas into actionable insights. Experience: 6+ years of experience in strategy, program management, operations, or customer experience, ideally in a tech, consulting, or high-growth environment. Preferred Qualifications Experience in customer support or community operations at scale Hands-on experience leveraging Generative AI tools (e.g., ChatGPT, Gemini) to drive efficiency, generate insights, or enhance workflows. Comfort with tools like SQL