Program Leader, Global U4B Customer Success

The Program Leader, Global U4B Customer Success 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.

This role exists to lead a transition.

Your mandate is to design and build a proactive, tiered service model that anticipates issues before accounts escalate them, and to shift the organization from resolving tickets to owning enterprise outcomes.

This is a build role with a live business underneath it.

Partnering closely with the Head of Global U4B leader, you will own the design and the execution of the global enterprise service model - the operating model, the metrics, and the people who run it.

You will be the operational bridge between Sales leadership, Central Support, and Operations, and you will be measured on whether enterprise customers experience Uber as a partner rather than a service provider.

You own the service experience and the operational signal that makes retention possible.

• Design the enterprise service model. Define what "premium" actually means for these customers & which accounts receive white-glove versus scaled coverage, how tiers are structured, what each tier is promised, and what it costs to serve. Build the segmentation logic and defend the tradeoffs.
• Build the proactive motion from zero. Design, pilot, and scale SOPs, account health signals, and intervention triggers that let us reach strategic customers before they reach us.
• Diagnose demand, don't just absorb it. Determine why enterprise customers need to contact us at all. Partner with Product and Engineering to eliminate the root causes of failure demand rather than staffing around them, and establish the feedback loop that turns support signals into product change.
• Own outcomes through matrixed teams. Establish service benchmarks and hold frontline teams - including BPO partners - accountable to SLAs, resolution quality, and customer satisfaction. You will drive this largely through influence rather than direct authority; building that credibility is part of the job.
• Build the joint operating model with Sales. Establish clear ownership of the post-sale relationship — escalation paths, handoffs, and who does what when a strategic account is at risk. Reduce the operational friction that pulls account teams away from selling.
• Own the technology roadmap for B2B support. Shape the tooling, automation, and AI investments that make this model economically viable. Build the case for what we buy, build, or retire.

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

• 8+ years of professional experience in program management, process engineering, strategy, consulting, or operations.
• Direct experience designing or operating service models for enterprise or B2B customers
• Demonstrated success driving accountability and operational change across matrixed teams (e.g., Operations, Sales, Support)
• Experience leading teams, through both direct management and sustained influence without authority
• Experience synthesizing complex operational metrics into clear executive communication, including presenting strategy directly to senior leaders
• Proven experience leveraging AI tools, data analysis tools, and automation to streamline operations, draw insights from complex data sets, and drive team productivity.
• 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