Consumer Support Lead
Strategy & Program Operations, Community Operations
New York, New York | Chicago, Illinois | San Francisco, California
Full Time

About the Role
Within Uber's Community Operations - Platform Integrity org, this role focuses on improving how consumer-related actions are executed through support channels. The team drives initiatives to enhance the quality, consistency, and fairness of support-led actioning decisions globally. This role will have a direct impact on user trust by ensuring support experiences are accurate, equitable, and scalable.

What You Will Do

• Leverage data and AI-driven insights to identify gaps in support handling and consumer actioning quality
• Drive improvements to support workflows, tooling, and guidelines to enhance consistency and fairness
• Partner cross-functionally to scale AI-enabled solutions that improve support decision-making
• Define and track key metrics to measure quality and consumer experience impact
• Lead initiatives that elevate support experiences and strengthen consumer trust

Basic Qualifications

• 5+ years of experience in operations, support, trust & safety, or similar roles
• Strong analytical skills with experience using data to identify issues and drive improvements
• Proven experience working cross-functionally and influencing stakeholders

Preferred Qualifications

• Experience in support operations or support handling workflows (e.g., appeals, escalations, enforcement actions)
• Background in Trust & Safety, platform integrity, or risk operations
• Familiarity with fairness, bias mitigation, or quality frameworks
• Experience partnering with Product or building insights to influence tooling/automation

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.

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.