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 **Basic Qualifications** 01. 8+ years of professional experience with 5+ years focused on strategy execution, program management, or operational leadership in a large, complex, or global organization. 02. Proven success defining and executing large-scale customer or operational strategies 03. Proven success with global program design and execution 04. Strong cross-functional leadership skills and experience influencing technical and business stakeholders 05. Excellent structured problem-solving, strategic thinking, and project management skills 06. Exceptional written and verbal communication; able to simplify complex topics for senior audiences 07. Experience working in customer experience, support, or service operations 08. Familiarity with support platforms, product ops, or data architecture 09. 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 **Preferred Qualifications** 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. For New York, NY-based roles: The base salary range for this role is USD$186,000 per year - USD$207,000 per year. For San Francisco, CA-based roles: The base salary range for this role is USD$186,000 per year - USD$207,000 per year. For all US locations, you will be eligible to participate in Uber's bonus program, and may be offered an equity award & other types of comp. You will also be eligible for various benefits. More details can be found at the following link [https://www.uber.com/careers/benefits](https://www.uber.com/careers/benefits). Uber's mission is to reimagine the way the world moves for the better. Here, bold ideas create real-world impact, challenges drive growth, and speed fuels progress. What moves us, moves the world - let's move it forward, together. Uber is proud to be an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know by completing [this form](https://forms.gle/aDWTk9k6xtMU25Y5A). Offices continue to be central to collaboration and Uber's cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role.