Head of Community Specialist Team Framework - Job Architecture & Strategy

About the Role

Community Operations (CommOps) is seeking a strong, strategic people leader to own the design and operationalization of the global Community Specialists Team (CST) job architecture.

Reporting to the Global Head of CST Framework, Development & Tooling (L6), this leader will partner closely on the long-term vision for the evolution of CST roles while taking primary responsibility for translating that strategy into scalable, globally consistent frameworks that can be deployed across ~8,000 member CST.

As GenAI and automation reshape customer support, this role will play a critical part in ensuring CST role definitions, competencies, and proficiency models remain future-ready while grounded in operational realities. You will lead a team and work cross-functionally with Field Operations, People, and L&D to implement and continuously refine the CST architecture at scale.

This is a high-impact global role requiring organizational design depth, operational rigor, and strong cross-functional leadership.

About CST Experience

CST Experience is a global program management team responsible for setting the strategy for job architecture, career development, policy, communications, engagement, and performance management for Uber's Community Specialists Team (CST) - the thousands of entry-level roles within customer support and related operational functions.

As the customer support landscape rapidly evolves with GenAI and automation, CST Experience plays a critical role in future-proofing this workforce. The team ensures CST talent is equipped with the right skills, tools, and development pathways to deliver exceptional customer experiences while building sustainable careers within Uber.

About Community Operations (CommOps)

The Community Operations organization at Uber is responsible for delivering world-class customer support to riders, drivers, eaters, and couriers. Program Managers within Community Operations partner cross-functionally with operations leaders, engineering teams, and other organizations to build processes that enable an effortless, rapid, and efficient support experience.

CommOps develops support services for new products and initiatives while driving continuous improvement within existing support services. The organization operates at global scale and plays a central role in maintaining trust across the Uber platform.

About Uber

At Uber, we reimagine the way the world moves for the better. The idea was born on a snowy night in Paris in 2008, and ever since then, our DNA of reimagination and reinvention carries on. We've grown into a global platform moving people and things in ever-expanding ways, taking on big problems to help drivers, riders, delivery partners, and eaters make movement happen at the push of a button for everyone, everywhere.

We welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently. If you have the curiosity, passion, and collaborative spirit, work with us, and let's move the world forward together.

What You Will do:

Partner on Strategic Design, Own Operationalization

• Partner with the Global Head (L6) to shape the long-term vision for CST job architecture and workforce evolution.
• Translate strategic direction into detailed, executable role definitions, competency models, and proficiency frameworks.
• Develop implementation roadmaps to evolve CST roles in alignment with GenAI, automation, and changing support models.
• Identify trade-offs and risks in architecture decisions and elevate strategic decisions appropriately.

Own and Evolve CST Job Architecture

• Design, document, and maintain the global CST job architecture, ensuring clarity across roles, levels, and progression pathways.
• Own CST competency models and proficiency definitions, ensuring they are measurable and operationally grounded.
• Establish clear evaluation frameworks to assess role effectiveness and skill coverage.
• Continuously refine architecture based on operational data, workforce analytics, and stakeholder feedback.

Lead Global Governance & Consistency

• Build and run structured governance processes for role updates and site-level deviation requests.
Drive intake evaluation decision
• communication workflows for architecture changes.
• Ensure global consistency while enabling thoughtful regional flexibility.
• Maintain strong documentation standards to support scalable rollout.

Lead a Team and Drive Cross-Functional Execution

• Lead and develop a team (CSTs and/or program managers), setting clear performance expectations and accountability.
• Partner with Field Ops leaders to validate role effectiveness and operational fit.
• Collaborate with People on compensation alignment, recruiting profiles, and assessment strategies.
• Work with L&D to ensure competency frameworks translate into actionable learning programs.
• Build data-driven business cases to support architecture updates and workforce planning decisions.

Embed Future-of-Work Thinking

• Translate GenAI and automation implications into practical workforce adjustments.
• Ensure role evolution balances productivity, quality, and employee experience.
• Monitor industry trends and proactively recommend refinements to CST frameworks.

Basic Qualifications

• 5+ years of experience in strategy, operations, organizational design, HR strategy, or related fields.
• 1+ years of people leadership experience.
• Experience designing or evolving job architectures, competency models, or workforce frameworks.
• Experience leading complex cross-functional initiatives across global stakeholders.
• Strong analytical skills with experience building structured, data-driven recommendations.
• Experience partnering with HR/People teams on role design, leveling, or workforce planning.

Preferred Qualifications

• MBA or advanced degree in Organizational Development, Industrial Psychology or Industrial Organization preferred
• Experience in large-scale customer support, service delivery, or operational environments.
• Experience operationalizing workforce strategy at scale.
• Familiarity with competency modeling and performance frameworks.
• Experience working in AI- or automation-enabled environments.
• Strong executive communication skills and ability to influence senior stakeholders.
• Track record of independently driving global programs from design through rollout.

For Chicago, IL-based roles: The base salary range for this role is USD$146,000 per year - USD$162,000 per year. For San Francisco, CA-based roles: The base salary range for this role is USD$162,000 per year - USD$180,000 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. All full-time employees are eligible to participate in a 401(k) plan. You will also be eligible for various benefits. More details can be found at the following link https://jobs.uber.com/en/benefits.