Global Program Lead - Earner & Consumer Fix Experience

About the Role

Global Fix Experience Product Lead is a strategic function within the Global Escalation organization that involves overseeing the development of technical support capabilities - for customers facing products and support agents facing tools. Focus is on bug fix experience of customers and it covers the full lifecycle: from launch of new feature/product through ongoing improvements of products / tool issues associated with persona or business supported by Product Lead. GFX Product Leads are responsible for the design of a product support, from early engagement in ideation , launch support, continuous improvement for supported products and eventual retirement of support. Their goal is to create product support solutions that meet customer needs, align with business objectives, and deliver value to both the customer and the company driving reduction in defects through early detection and escalations to eng teams up to resolution of non bugs issues. The Global Fix Experience Product Leads serves as the bridge between product and eng teams and customer support, ensuring that the necessary tools, processes, and resources are in place to support the product throughout its lifecycle.

What the Candidate Will Do

1. Define and execute the support strategy for Uber's Earner and Consumer products, ensuring alignment with product roadmaps and support readiness.
2. Collaborate with Product, Engineering, and Community Operations to identify and address customer pain points, reduce mis-escalations, and improve resolution quality.
3. Lead and support incident management efforts, including impact assessment, stakeholder coordination, and post-mortem improvement planning.
4. Monitor key support KPIs (e.g., CSAT, escalation rate, resolution time) and drive continuous improvements based on data and frontline feedback.
5. Contribute to knowledge base development, agent training, and the design of scalable, customer-centric support processes.

1. 5+ years of experience in product support, technical program management, or customer experience operations.
2. Bachelor's Degree in Logistics, Program Management or relevant field

1. Proven experience supporting complex technical products, with a deep understanding of product architecture, common failure points, and customer use cases
2. Cross-Functional Leadership - demonstrated ability of leading cross-functional initiatives involving Product, Engineering, and Support teams.
3. Support Strategy & Process Design - track record of designing and scaling technical support strategies that reduce escalated inflows, improve resolution times, and enhance customer satisfaction. Strong capability in using data, KPIs, and customer feedback to drive continuous improvement.
4. Deep expertise in customer technical support, including escalation management and outage response.
5. Experience working with or supporting consumer- and earner- facing products in a tech or platform environment.
6. Familiarity with support tools (e.g., Jira) and experience integrating Gen AI into support workflows to transform support operations, including early detection of issues, smarter triage, or support deflection.
7. Ability to influence product roadmaps and design scalable support processes that drive measurable CX improvements.