Senior Manager Global Strategy & Planning, CommOps

About the Role

The Global Segmentation & xPlatform Support Lead will define and operationalize the framework for differentiated support experiences at Uber. This leader will partner across CommOps, CO, Ops and Finance to design segmentation strategies that balance customer experience and cost efficiency - creating measurable business impact and lifetime customer value.

You'll drive how we prioritize Consumer, Earner, and Merchant segments, define critical support journeys, and embed segmentation into Uber's support infrastructure. You'll also partner with analytics teams to measure impact and inform investment decisions.

You will also be responsible for running global CX programs for key xPlatform segments (e.g., UIP, Members, ELCs), working closely with CommOps LOB teams to execute and with analytics teams to track and report on progress.

This is a senior, highly cross-functional, high-visibility role that combines strategic thinking, operational design, program management, and data-driven decision-making to advance Uber's global support quality agenda.

What the Candidate Will Do

1. Define the Global Segmentation Framework: Develop and own Uber's support segmentation strategy across Customer, Earner, and B2B audiences. Identify and prioritize high-value segments and define differentiated support models. Establish a global single source of truth (SSOT) for customer segmentation, priority markets, "moments that matter," and for the different levels of support available for those segments
2. Operationalize Segmentation at Scale: Partner with Mobility and Delivery CX and Tech (GDX/CO) to embed segmentation logic into platforms, policies, and workflows. Define and manage global requirements for segmentation tooling
3. Manage Global xPlatform Support Programs : Partner cross-functionally to design and operationalize support programs for xPlatform segments, including UIP, Member, ELC, etc
4. Measure Business and Experience Impact: Partner with GPSA, CODS, and StratFin to create methodologies and scorecards that measure the impact of differentiated support and xPlatform support programs. Develop and maintain segmentation & program metrics and governance frameworks. Quantify the effect of segmentation and programs on CSAT, iCSAT, NPS, and business outcomes
5. Cross-Functional Leadership: Build strong alignment within CommOps and across Uber to ensure consistent execution of segmentation principles and xPlatform support programs across markets
6. Influence and Communicate: Serve as the central voice for support Segmentation and xPlatform SupportPrograms across CommOps and Uber - shaping executive narratives, leading cross-functional forums, and ensuring visibility into progress and results

1. 8+ years of professional experience with 5+ years focused on strategy execution, program management, or operational leadership in a large, complex, or global organization.
2. Proven success defining and executing large-scale customer or operational strategies
3. Proven success with global program design and execution
4. Strong cross-functional leadership skills and experience influencing technical and business stakeholders
5. Excellent structured problem-solving, strategic thinking, and project management skills
6. Exceptional written and verbal communication; able to simplify complex topics for senior audiences
7. Experience working in customer experience, support, or service operations
8. Familiarity with support platforms, product ops, or data architecture
9. Analytical fluency; comfort partnering with data science, analytics and finance teams on measurement and investment cases
10. Ability to balance global standardization with regional nuance
11. Strong customer empathy and understanding of "moments that matter" across diverse audiences

1. MBA
2. Experience designing and implemented customer segmentation strategies
3. 5 years of experience in customer support
4. 10+ years of experience in strategy, operations, or program/experience management, preferably in a global or matrixed environment.
5. 7+ years of demonstrated success defining and executing large-scale customer or operational strategies.
6. 5+ years of proven success with global program design and end-to-end execution across multiple business lines.