Strategy & Planning Lead

About the role

This leadership position is focused on shaping and launching a differentiated support model for Uber’s global customer base. The role owns the framework for segmentation and support prioritization, making sure customer experience improvements are balanced with cost efficiency and measurable business value.

You will work across CommOps, CO, Operations, Finance, and analytics teams to decide how Consumer, Earner, and Merchant groups should be prioritized, how key support journeys should be designed, and how segmentation should be embedded into the support ecosystem. The work also includes leading global CX programs for important xPlatform groups such as UIP, Members, and ELCs, while tracking progress and outcomes with analytics partners.

This is a senior, highly visible, and deeply cross-functional role that blends strategy, operating design, program execution, and data-led decision-making to improve Uber’s support quality worldwide.

What you will do

• Build and own the global segmentation approach for support across customer, earner, and B2B audiences, including prioritization of key segments, differentiated service models, and a global single source of truth for segment definitions, priority markets, moments that matter, and support tiers.
• Work with Mobility and Delivery CX and tech teams to translate segmentation into tools, policies, and operating workflows, while defining the global tooling requirements needed to support it at scale.
• Lead the design and rollout of global support programs for xPlatform audiences such as UIP, Members, and ELCs, coordinating closely with cross-functional partners.
• Partner with GPSA, CODS, and StratFin to create scorecards and measurement methods that show the impact of differentiated support and xPlatform initiatives, including metrics, governance, and performance tracking for CSAT, iCSAT, NPS, and business results.
• Align stakeholders across CommOps and the broader organization to ensure segmentation principles and xPlatform programs are applied consistently across markets.
• Act as the main point of contact for support segmentation and xPlatform support programs, shape executive-level narratives, lead cross-functional discussions, and keep leadership informed on progress and results.

Basic qualifications

• At least 8 years of professional experience, with 5 or more years centered on strategy execution, program leadership, or operational leadership in a large, complex, or global organization.
• Demonstrated ability to define and deliver large-scale customer or operational strategies.
• Proven track record of building and executing global programs.
• Strong cross-functional leadership and the ability to influence both technical and business stakeholders.
• Excellent problem-solving, strategic thinking, and project management capabilities.
• Strong written and verbal communication skills, including the ability to simplify complex topics for senior audiences.
• Background in customer experience, support, or service operations.
• Familiarity with support platforms, product operations, or data architecture.
• Comfort working with data science, analytics, and finance teams on measurement and investment decisions.
• Ability to balance global consistency with regional differences.
• Strong customer empathy and an understanding of key moments across different audiences.

Preferred qualifications

• MBA.
• Experience creating and implementing customer segmentation strategies.
• 5 years of experience in customer support.
• 10+ years of experience in strategy, operations, or program/experience management, ideally in a global or matrixed environment.
• 7+ years of success in designing and executing large-scale customer or operational strategies.
• 5+ years of success delivering global programs end to end across multiple business lines.

Additional information

No stipend or salary details were provided. This is a full-time, onsite position based in New York, NY. No application deadline, start date, duration, or vacancy count was stated.