Dara Khosrowshahi is Uber's current CEO

Dara Khosrowshahi has been Uber's Chief Executive Officer since August 2017. He replaced Travis Kalanick, who founded the company in 2009 and stepped down after a period of public controversy and internal investigations into workplace culture.

Khosrowshahi came to Uber from Expedia, where he had been CEO for twelve years. His appointment marked a shift in how the company operated publicly — Kalanick's leadership had drawn criticism over aggressive expansion tactics, regulatory conflicts, and internal management practices. Khosrowshahi's tenure has focused on stabilizing operations, improving driver relations, and preparing the company for its 2019 initial public offering.

As CEO, Khosrowshahi sets company strategy, oversees operations in dozens of countries, and makes decisions about how Uber treats drivers, riders, and cities where it operates. Understanding who leads the company matters because CEO decisions directly affect driver pay structures, rider pricing, and how disputes get resolved.

Key Takeaways

  • Dara Khosrowshahi became Uber's CEO in 2017 and replaced founder Travis Kalanick, whose leadership faced criticism over workplace culture and regulatory conflicts.
  • The CEO's decisions shape driver pay rates, surge pricing rules, deactivation policies, and how Uber responds to driver complaints and legal challenges.
  • Uber is a publicly traded company, meaning shareholders and a board of directors also influence major decisions, not just the CEO alone.
  • Driver and rider protections, insurance coverage, and how disputes are handled all flow from policies set at the executive level.

How the CEO's decisions affect drivers

The CEO and executive team decide the commission rate Uber takes from each ride — typically 25 to 30 percent depending on the city and service type. They also set the base fare, per-mile rate, and per-minute rate that determine what drivers earn. When Uber changes these rates, it comes from the executive level, not from individual cities or drivers.

Khosrowshahi's team also controls driver deactivation policy — the rules for when and why Uber can remove a driver from the platform. This includes decisions about how much notice drivers get, what counts as grounds for removal, and whether drivers can appeal. Driver deactivation disputes often require understanding what the company's stated policy is versus how it gets applied in practice.

Insurance coverage, background check standards, and what support drivers can access when they're injured or in a dispute all come from corporate policy. The CEO's priorities shape whether Uber invests in driver support, legal defense funds, or safety features.

How the CEO's decisions affect riders

Khosrowshahi's team sets surge pricing algorithms — the formulas that raise fares when demand is high. They decide which cities Uber operates in, which service types (UberX, Uber Eats, Uber Black) are available where, and how customer service disputes get resolved. Rider refund policies, cancellation fees, and how Uber handles complaints about driver behavior all come from executive decisions.

The CEO also decides how Uber responds to regulatory pressure in different cities and countries. Some cities have capped fares, required driver benefits, or imposed safety standards. How aggressively Uber fights these rules or complies with them reflects executive strategy.

The board and shareholders also have power

Uber is a publicly traded company, which means the CEO answers to a board of directors and to shareholders who own stock. The board can remove the CEO, and shareholders can vote on major decisions. This structure means Khosrowshahi has significant power but is not the only decision-maker at the company.

Major policy shifts — like changes to driver classification, new insurance offerings, or expansion into new markets — typically require board approval. Shareholders can also pressure the company on issues like driver pay, safety, or environmental impact through shareholder proposals and public campaigns.

What changed under Khosrowshahi's leadership

When Khosrowshahi took over, Uber was facing lawsuits, regulatory investigations, and a reputation for aggressive practices. His tenure has included some policy shifts: Uber created a driver safety fund, introduced in-app tipping, and settled some long-running legal disputes with drivers and cities.

However, core business practices have remained largely the same. Drivers are still classified as independent contractors in most places, commission rates have not dropped significantly, and Uber continues to fight regulatory efforts to reclassify drivers as employees. The company went public in 2019 and has since focused on profitability and expansion into delivery and other services.

Khosrowshahi has also expanded Uber's presence in countries with different labor laws and regulatory environments, which has led to different driver protections in different regions. In some European cities, for example, Uber has agreed to driver benefits that do not exist in the United States.

How to find out about policy changes

Uber announces major policy changes through press releases, which are published on its investor relations website and reported by business news outlets. Drivers and riders usually learn about changes through in-app notifications, emails, or updates to the terms of service.

If you want to track what the company is doing, Uber's quarterly earnings calls (which are public) include discussion of strategy and policy. The company also publishes an annual "Uber Safety Report" that outlines safety initiatives and data. Driver advocacy groups and labor organizations also track and publicize changes that affect drivers.

For specific questions about how a policy applies to you — whether it is a deactivation, a fare dispute, or a safety concern — you will need to contact Uber's support team directly, as CEO-level policy still gets interpreted and applied differently depending on your city and situation.

Frequently Asked Questions

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

No, the CEO does not handle individual driver or rider complaints. You must go through Uber's support system — the in-app help center, email support, or phone support depending on your issue. For serious disputes, you may need to pursue legal action or contact a labor attorney or consumer protection agency in your state.

Does the CEO decide my individual pay or deactivation?

No. The CEO sets company-wide policy on pay rates and deactivation rules, but individual decisions about your account are made by Uber's operations and safety teams. If you believe a decision about your account was wrong, you can appeal through Uber's support process, though the outcome depends on how the company interprets its own policy.

Has the CEO made Uber better for drivers?

That depends on what you measure. Khosrowshahi has introduced some driver protections and benefits that did not exist under the previous CEO. However, driver pay rates have not increased significantly, and drivers remain classified as independent contractors in most places, which means they do not receive employee benefits like health insurance or paid leave.

What is Uber's official stance on driver classification?

Uber's executive team has consistently opposed reclassifying drivers as employees. The company argues that driver flexibility is a core feature of the platform. However, different countries and states have different laws, and Uber has agreed to employee-like benefits in some places where required by law.

Where can I find Uber's official policies?

Uber publishes its Community Guidelines, terms of service, and safety policies on its website. Driver-specific policies are in the driver app and on the driver portal. For the most current information, check the in-app help center or Uber's newsroom, which publishes announcements about policy changes.