About the job
The Director of Global Standards leads Uber’s global effort to deliver consistent, high-quality customer and agent experiences by driving standardization, quality, and simplification across Customer Support technologies and operations. As part of the Global Digital Experiences (GDX) leadership team, this leader acts as the bridge between CommOps and Customer Obsession Product team, ensuring that every support product and policy launched globally is reliable, scalable, and user-centered. The Director of Global Standards will oversee a large, distributed organization spanning User Acceptance Testing, Usability, Product Evangelism, Global First Product Operations, and support policy Optimisation. Each of these programs plays a critical role in enabling Uber’s transition to tech-first, AI-powered customer support.
Responsibilities
Define and execute the Global Standards strategy that advances Uber’s vision to unlock transformative, global-first technology and operations for customer support through quality, standardization, and simplification
Lead and coach senior managers and program leaders overseeing several specialized global programs:
- **User Acceptance Testing:** Modernize Product Quality and Product Risk processes with automation and AI to ensure stable, high-quality launches
- **Usability:** Drive user-centered design through scalable usability research and actionable insights
- **Product Evangelism:** Accelerate adoption and awareness of customer support tech
- **Global First Product Operations:** Enable rapid, high-quality global rollouts through process design and portfolio management
- **Policy Optimisation:** Simplify, align, and govern tech-first and global-first support policies across markets, enabling automation and AI-readiness
Lead and coach a large global team, including managers and program leads, fostering a culture of innovation, inclusion, and accountability
Partner with Product and CommOps teams to ensure readiness, quality, and alignment on Product launches
Champion data-driven decision-making and continuous improvement, ensuring measurable progress against operational and experience goals
Represent Global Standards across leadership and cross-functional forums to elevate visibility, alignment, and strategic impact
Qualifications
Minimum
12+ years experience in tech operations, product operations, product management or equivalent
Strong understanding of GenAI concepts and how to build platforms using Gen AI
Strong understanding of customer support workflows and Product Development lifecycle and how data can enhance customer experience
Preferred
Proven experience driving global-scale transformation initiatives
Deep understanding of process standardization, product operations, and customer support technology
Deep understanding of User testing, Product marketing, customer support UX/UI and/or policy authoring in an AI world
Strong analytical and problem-solving skills with a track record of using data to drive decisions
Strong executive presence
Experience leading in tech-first or AI-driven environments