Program Leader, Global U4B CX

About the role

The 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.

Responsibilities

• 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.

Requirements

• 5 years of professional experience in program management, process engineering, strategy, consulting, or operations.
• Bachelor's degree or equivalent practical experience.

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.

Pay

• For 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 and other types of compensation.

Benefits

• All full-time employees are eligible to participate in a 401(k) plan.
• Eligible for various benefits (explore our benefits).

Schedule

Offices remain key to collaboration and Uber's culture. Unless approved for full remote work, employees must spend at least 50% of their time in-office. Some roles, like those at greenlight hubs, require full-time in-office presence. Ask your Recruiter for details about this role's requirements.