Senior Manager, Launch Excellence

At Uber, great products are only as good as the experiences they create—and customer experience begins the moment a new feature or product launch decision is made. This role ensures customer experience is at the forefront of the design and build of every new product feature, enhancement, or launch by influencing product design upstream. The Senior Manager, CX Launch Excellence - Mobility, will define the governance model and best practices to embed the right points of contact from Community Operations as a strategic partner across the Product Development Lifecycle. From PRD through go-to-market to hypercare, this role guarantees a consistent process for every product, feature, and operational change, ensuring a seamless customer experience from day one.

About the Role

This is not a reactive support role. The primary accountability is launch governance and CX readiness standards—defining the frameworks, gates, and operating model that determine how customer experience teams engage in the product development process.

Responsibilities

• Build the Definitive Playbook for CX Participation in the Product Development Lifecycle: Define and own the end-to-end standard for how Community Operations engages across every stage of product development—from PRD through product development checkpoint reviews to launch and hypercare for Mobility. Design a tiered engagement model based on product portfolio type: core product lines, growth initiatives, or emerging bets. Set the bar for customer experience in every product that ships.
• Own and Govern the Intake Process: Design and operate the intake and triage system for all customer-impacting changes across Mobility—product launches, feature iterations, quality testing, and platform rollouts. Define criteria and guardrails for CX readiness reviews, accountability, and decision rights. Create organizational mechanisms (forums, SLAs, tooling) to ensure every change follows a standard readiness process with full visibility.
• Embed CX as a Strategic Partner in Every Launch: Act as the primary counterpart for Mobility Customer Experience, Product Insights & Rollout, Product Ops, and Customer Obsession teams. Establish clear engagement rules, decision paths, and escalation protocols to make CX partnerships predictable, high-trust, and efficient.
• Define and Drive Support Readiness Standards: Translate upstream product, ops, and policy changes into concrete CX readiness requirements—content, macros, workflows, training, tooling, and escalation paths—with clear owners and timelines. Track and ensure CX feedback is formally acknowledged and resolved before launch gates. Hold go/no-go authority at readiness gates with escalation paths to senior leadership.
• Partner with Analytics and S&P: Work with Analytics and Insights teams to build dashboards and alerting that make launch health and readiness gaps visible to leadership. Advocate for customer experience metrics in product launch success criteria. Use data, agent feedback, and customer signals to identify and resolve structural upstream causes of defects.
• Lead Through Influence and Build Organizational Capability: Drive clarity, structure, and governance standards across Product, CX, Product Insights & Rollout, and Product Ops—primarily without direct authority. Build and govern a networked model of CX readiness owners, setting standards and enabling execution. Scale "launch excellence" as an organizational capability by embedding frameworks, tools, and habits across Community Operations.

Qualifications

• Basic Qualifications:
  • Minimum 6 years of experience in technical program management, product ops, product management, strategy & operations, or similar roles.
  • Bachelor’s Degree.
• Preferred Qualifications:
  • 10+ years of experience in technical program management, product operations, or strategy & operations, specifically within customer support or service operations supporting platforms with >10M active users.
  • Track record of building and deploying at least 2 end-to-end launch governance frameworks or operational playbooks from 0-to-1 (initial build through full operational rollout).
  • Prior experience at a consumer technology, mobility, marketplace, travel, or e-commerce company with >$500M in annual revenue or equivalent operational scale.
  • Demonstrated management of go/no-go launch gate decisions across 10+ major product feature rollouts.
  • Experience engaging upstream during the Product Requirement Document (PRD) or initial design phase for at least 50% of managed product launches.
  • Proven track record of leading cross-functional alignment across 5+ distinct stakeholder departments (including Product, Engineering, Legal, Operations, and Product Ops) without direct report authority.
  • Experience authoring metric frameworks and partnering with analytics teams to build executive-facing dashboards (e.g., Tableau, Power BI, SQL-based tools) for tracking launch health KPIs.
  • Minimum 2 years of hands-on experience configuring, deploying, or managing content governance for AI-powered support tooling (e.g., LLM virtual assistants, intelligent routing, or agent-assist systems).
  • Experience reviewing technical design documents, system flowcharts, and architecture specs with Engineering and ML/AI teams to extract support readiness requirements.
  • Experience writing executive-level decision memos, QBRs, or go/no-go scorecards presented directly to VP-level leadership.

Pay

• For Chicago, IL-based roles: The base salary range is USD $183,000 per year - USD $203,000 per year.
• For New York City, NY-based roles: The base salary range is USD $203,000 per year - USD $225,000 per year.
• For San Francisco, CA-based roles: The base salary range is USD $203,000 per year - USD $225,000 per year.

You will be eligible to participate in Uber's bonus program and may be offered equity awards and other compensation. All full-time employees are eligible for a 401(k) plan and various 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.