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Uber · New York, NY
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About the Role We are looking for a senior leader to own the Data Trust and Governance on Customer Support Data (CSD) team within Uber's Community Operations (CommOps) organization. This role is critical to ensuring that our customer support data remains reliable, consistent, trusted, and fit for purpose as we scale support operations, modernize the data platform, and expand AI-driven analytics, copilots, and agentic AI use cases. Customer support data should not only be reporting-ready. It must be both analytics-ready for human decision-making and AI-ready for machine reasoning, summarization, recommendation, and workflow automation. This role will ensure customer support data is governed as one shared operational foundation with fit-for-purpose serving layers for different consumers. The person in this role will establish and drive governance standards across data quality, observability, lineage, metadata, metric definitions, semantic clarity, identity resolution, source grounding, access controls, cost, and lifecycle management. They will work closely with engineering, analytics, product, operations, and AI stakeholders to ensure customer support data is correct, aggregated, stable, and explainable for human users, while also being connected, contextual, timely, and grounded for AI systems. This is a high-impact leadership role at the intersection of data, engineering, analytics, business operations, and AI. Success in this role requires building trust in data for both traditional governance outcomes and the next generation of agentic AI analytics readiness. What You Will Do: Establish and Enforce Data Quality and Trust Define, document, and enforce comprehensive data quality rules, policies, and standards for all customer support datasets, covering correctness, completeness, consistency, freshness, stability, and usability Identify and govern critical data elements, data contracts, and trust requirements needed for reliable reporting, operational decision-making
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