Job DescriptionAbout the RoleThe
Program Leader, Global U4B CX sits within the B2B CX team as part of the broader Mobility CX organization. Uber's B2B organization enables business clients - ranging from small businesses to Fortune 500 enterprises - to leverage Uber's global network for corporate travel, meal delivery, and specialized logistics. Operating at the intersection of high-growth technology and complex, real-world operational execution, our mission is to define, design, and deliver best-in-class support to Uber's B2B customers.
Reporting to the Head of U4B CX, this role owns the global strategy for post-sale support, account retention, and service execution. You will act as the operational bridge between Sales leadership, Central Support, and Operations, turning post-sale CX into a strategic competitive advantage for Uber's enterprise offerings.
What the Candidate Will Do- GTM & Sales Friction Reduction: Partner directly with Sales leadership to audit sales workflows, uncover post-contract operational friction, and launch mitigation programs that give time back to account teams to focus on selling.
- Support & Retention Strategy (0-to-1 Playbook): Design, pilot, and scale standard operating procedures (SOPs) for enterprise escalations, proactive account care, and customer success triggers for high-spending enterprises.
- Operational Accountability & Metrics: Establish service benchmarks and hold matrixed, frontline CX and operations teams accountable to strict SLAs, resolution quality, and customer satisfaction.
- Technical & AI Innovation: Leverage data tools, automated workflows, and modern AI platforms to eliminate operational bottlenecks, optimize support routing, and drive continuous efficiencies across global B2B operations.
Basic Qualifications- 5 years of professional experience in program management, process engineering, strategy, consulting, or operations.
- Bachelor's degree or equivalent practical experience.
Preferred Qualifications- 8+ years of professional experience in program management, process engineering, strategy, consulting, or operations.
- Demonstrated success driving accountability and operational change across matrixed teams (e.g., Operations, Sales, Support)
- Proven experience leveraging AI tools, data analysis tools, and automation to streamline operations, draw insights from complex data sets, and drive team productivity.
- Deep experience synthesizing complex operational metrics into clear executive communications, creating and presenting strategy directly to VP- and GM-level leaders.
- Customer experience, customer success, and/or customer support design and execution
- Business-to-business (B2B) experience; understands the difference between how B2B vs. B2C customers think and what they expect
- Strategic and operational ownership within a multi-sided marketplace or logistics platform (e.g., ride-sharing, food-delivery, or last-mile logistics)
- Experience navigating large-scale, global organizations with a proven ability to manage complex operations across multiple regions and time zones
ResponsibilitiesFor Chicago, IL-based roles: The base salary range for this role is USD $146,000 per year - USD $162,000 per year.
For New York City, NY-based roles: The base salary range for this role is USD $162,000 per year - USD $180,000 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.
