Program Manager, Airports & Venues CX

About the Role

Airports and venues are among the most critical customer experience touchpoints for Uber. Airport trips represent roughly 15% of Uber Mobility gross bookings worldwide, and this impact is amplified by the premium rider mix, high-value customer base, and the operational complexity of more than 100 priority airport hubs. Because Uber completes over 40 million trips each day, experiences in airports strongly influence how business travelers, tourists, and premium riders view the brand. A single negative interaction at a priority hub can do more than create a support case; it can push away the customers most likely to try Uber for the first time, move into premium offerings, and become loyal advocates.

The Airports & Venues CX program leads the global approach to reducing this friction at scale. This team works across Operations, Product, and CX to convert real-world airport challenges such as staging lot issues, regulatory limits, pricing complexity, matching logic, and wayfinding breakdowns into data-backed fixes that lower defects across the top 100+ priority airports and venues around the world.

In this position, you will be responsible for the global defect reduction program, the most important initiative in this area. You will analyze the drivers behind airport defect rates across issues like fare disputes, cancellations, lost items, and transaction problems at key hubs, then build the cross-functional operating model that identifies customer insights, pinpoints root causes, and pushes product and on-the-ground improvements that reduce those defects in a durable way.

This opportunity is well suited to a senior leader in CX, support operations, product operations, or travel operations who brings strong analytical thinking, a customer-first mindset, comfort using AI, and experience working in complex physical settings such as airports, airlines, mobility platforms, hospitality, logistics, or major venues.

Compensation and Benefits

For Chicago, IL-based roles, the base pay range is USD 146,000 to USD 162,000 per year.

For New York City, NY-based roles, the base pay range is USD 162,000 to USD 180,000 per year.

For Phoenix, AZ-based roles, the base pay range is USD 130,000 to USD 144,000 per year.

For San Francisco, CA-based roles, the base pay range is USD 162,000 to USD 180,000 per year.

All full-time employees in the US may participate in Uber's bonus plan and may also receive equity and other compensation. Full-time employees are eligible for a 401(k) plan and a range of employee benefits.