Uber · 22 hours ago
Senior Manager Global Strategy & Planning, CommOps
San Francisco, CA
Full-time
Onsite
Senior Level, Lead/Staff, Director/Executive
$186K/yr - $207K/yr
8+ years expUber is a leading technology company, and they are seeking a Senior Manager Global Strategy & Planning for CommOps. This role involves defining and operationalizing support segmentation strategies, managing global support programs, and measuring their impact on customer experience and business outcomes.
LogisticsMobile AppsRide SharingSoftwareTransportation
Responsibilities
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
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
Manage Global xPlatform Support Programs: Partner cross-functionally to design and operationalize support programs for xPlatform segments, including UIP, Member, ELC, etc
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
Cross-Functional Leadership: Build strong alignment within CommOps and across Uber to ensure consistent execution of segmentation principles and xPlatform support programs across markets
Influence and Communicate: Serve as the central voice for support Segmentation and xPlatform Support Programs across CommOps and Uber - shaping executive narratives, leading cross-functional forums, and ensuring visibility into progress and results
Qualification
Required
8+ years of professional experience with 5+ years focused on strategy execution, program management, or operational leadership in a large, complex, or global organization
Proven success defining and executing large-scale customer or operational strategies
Proven success with global program design and execution
Strong cross-functional leadership skills and experience influencing technical and business stakeholders
Excellent structured problem-solving, strategic thinking, and project management skills
Exceptional written and verbal communication; able to simplify complex topics for senior audiences
Experience working in customer experience, support, or service operations
Familiarity with support platforms, product ops, or data architecture
Analytical fluency; comfort partnering with data science, analytics and finance teams on measurement and investment cases
Ability to balance global standardization with regional nuance
Strong customer empathy and understanding of moments that matter across diverse audiences
Preferred
MBA
Experience designing and implemented customer segmentation strategies
5 years of experience in customer support
10+ years of experience in strategy, operations, or program/experience management, preferably in a global or matrixed environment
7+ years of demonstrated success defining and executing large-scale customer or operational strategies
5+ years of proven success with global program design and end-to-end execution across multiple business lines
Benefits
You will be eligible to participate in Uber's bonus program
May be offered an equity award & other types of comp
Eligible for various benefits
Company
Uber
Uber develops, markets, and operates a ride-sharing mobile application that allows consumers to submit a trip request.
10001+ employees
H1B Sponsorship
Uber has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (689)
2024 (796)
2023 (684)
2022 (954)
2021 (750)
2020 (638)
Funding
Current Stage
Public CompanyTotal Funding
$35.56BKey Investors
William AckmanPayPalToyota Motor
2025-09-08Post Ipo Debt· $2.25B
2025-05-13Post Ipo Debt· $1B
2025-01-01Post Ipo Equity· $2.3B
Leadership Team
Dara Khosrowshahi
CEO
Prashanth Mahendra -Rajah
Chief Financial Officer
Recent News
2025-12-30
2025-12-27
Company data provided by crunchbase