Dara Khosrowshahi is the Chief Executive Officer of Uber

Dara Khosrowshahi has been Uber's CEO since August 2017. He replaced Travis Kalanick, who founded the company in 2009 and stepped down after internal conflicts and public criticism over workplace culture and driver treatment. Khosrowshahi came to Uber from Expedia, where he had been CEO for twelve years.

The CEO role at Uber means Khosrowshahi sets company strategy, makes decisions about which markets Uber enters or exits, oversees the ride-sharing and delivery services, and reports to Uber's board of directors and shareholders. For drivers and riders, the CEO's decisions affect things like commission rates, safety policies, how disputes are handled, and which cities get service.

Key Takeaways

  • Dara Khosrowshahi has led Uber since 2017 and replaced founder Travis Kalanick, who left amid workplace culture problems and criticism over driver treatment.
  • The CEO sets company policy on driver pay, commission structure, safety features, and which cities Uber operates in.
  • Khosrowshahi came from Expedia and has publicly stated he wants to improve driver conditions and company culture compared to the Kalanick era.
  • Uber's board of directors and shareholders oversee the CEO, and major decisions about the company's direction go through formal governance structures.

What Changed When Khosrowshahi Took Over

When Khosrowshahi became CEO, Uber was facing lawsuits, regulatory pressure, and a reputation for aggressive workplace practices. He publicly committed to improving driver treatment, which had been a major source of criticism under Kalanick. This included changes to how Uber communicates with drivers and how it handles driver deactivations.

Under Khosrowshahi, Uber went public in 2019 (it had been a private company before). This meant the company had to answer to public shareholders and follow stricter financial reporting rules. The CEO also expanded Uber Eats, the food delivery service, which has become a major part of the company's revenue alongside ride-sharing.

Khosrowshahi has also been more willing to negotiate with regulators and governments. Kalanick often fought regulations directly; Khosrowshahi has taken a more collaborative approach in some markets, though Uber still disputes many regulatory requirements around driver classification and benefits.

How CEO Decisions Affect Drivers

The CEO and the executive team below him decide the commission rate Uber takes from each ride. This is the percentage of the fare that goes to Uber rather than the driver. Commission rates vary by city and have changed multiple times under Khosrowshahi's leadership, usually in response to driver complaints or competitive pressure from other platforms.

The CEO also sets policy on driver deactivation (removal from the platform), safety requirements, and how Uber handles complaints from riders. These decisions come down through layers of management, but the direction comes from the top. For example, Khosrowshahi's team decided to add features like in-app emergency buttons and audio recording options in response to safety concerns.

Pay structure changes, surge pricing rules, and decisions about whether Uber operates in a particular city all flow from CEO-level strategy. Drivers cannot negotiate these terms individually; they are set company-wide or by region.

How CEO Decisions Affect Riders

Riders experience the CEO's decisions through pricing, service availability, and safety policies. Khosrowshahi's team decides whether Uber enters new cities, which affects whether the service is available where you live. They also set the base fares, surge pricing multipliers, and what services are offered (UberX, Uber Black, Uber Eats, etc.).

Safety features like the ability to share your trip with a contact, driver background checks, and how Uber responds to safety complaints all come from policies set at the executive level. The CEO also decides how Uber handles disputes between riders and drivers, including refund policies and deactivation of riders who violate community guidelines.

Governance and Oversight of the CEO

Khosrowshahi does not have complete control over Uber. He reports to a board of directors made up of investors, company executives, and independent board members. The board can remove the CEO, set his compensation, and approve major business decisions like acquisitions or entry into new markets.

Uber's shareholders also have a say. They vote on major decisions at annual meetings and can pressure the board to make changes. Since Uber went public, this oversight has become more formal and transparent than it was when the company was private.

Regulators in different countries and cities also constrain what the CEO can do. Uber cannot simply decide to operate anywhere or set any terms it wants; it must follow local laws about driver classification, insurance, background checks, and data privacy. These regulatory limits have grown tighter over Khosrowshahi's tenure.

Khosrowshahi's Public Statements on Driver and Rider Issues

Khosrowshahi has said publicly that he wants to improve driver conditions and that he regrets some of Uber's earlier practices under Kalanick. However, he has also defended Uber's classification of drivers as independent contractors rather than employees, which is a major point of conflict with driver advocates and regulators in many places.

On rider safety, he has committed to transparency and has supported features like driver background checks and in-app emergency tools. On pricing, he has acknowledged that surge pricing can be frustrating but has defended it as necessary to balance supply and demand.

His actual decisions have been mixed. Some drivers and riders see improvements; others point to ongoing complaints about pay, safety, and fairness as evidence that rhetoric has not matched action.

Frequently Asked Questions

Can I contact the CEO if I have a problem with Uber?

No. Uber has a customer support system for riders and a driver support system for drivers. These are the official channels for complaints and disputes. The CEO does not handle individual cases. If you have a serious complaint, you can contact Uber's support team through the app or website, and escalate if needed.

Does the CEO decide my driver rating or whether I get deactivated?

No. Deactivation and rating decisions are made by Uber's support and safety teams using company policies set by leadership. The CEO sets the policies, but individual cases are handled by staff. If you believe a deactivation was wrong, you can appeal through Uber's support process.

Can the CEO change driver pay rates or commission?

Yes. The CEO and executive team set the commission rates and base fares that apply across Uber. These are not negotiated individually. Rates vary by city and change periodically, but the CEO's strategy team decides when and how.

What is the difference between the CEO and Uber's board?

The CEO runs the day-to-day operations and sets strategy. The board oversees the CEO, approves major decisions, and can remove him. The board includes investors and independent directors who represent shareholders' interests.