Implementation Lead

Uber; Bengaluru; On-site; INR 2,800,000 - 5,200,000; Full time

Job summary

Uber is seeking an Implementation Lead for Employee Transportation Services (ETS) to own enterprise onboarding and program launches across India and APAC. You will lead end-to-end implementations, coordinate with Sales, Product, Engineering and Operations, and build scalable, safe commute solutions.

You will design routes, manage integrations, define SLAs, and drive adoption among transport admins and on-ground teams, while identifying growth opportunities within the ETS portfolio.

Qualifications

• 4+ years of professional experience in client-facing roles (implementation, program management, operations or similar).
• Strong project management and organizational skills for multiple stakeholders and deadlines.
• Excellent communication and stakeholder management with leadership and on-ground teams.
• Demonstrated ability to deliver technical product demonstrations to diverse audiences.
• Experience with enterprise integration concepts (SFTP, SSO, HRMS, data pipelines) and end-to-end implementations.
• Ability to influence cross-functional teams without direct authority.
• Proficient in Excel/Google Sheets; SQL/BI tools a plus.

Responsibilities

• Own in-depth ETS solution demos and assist with RFPs and proposals to accelerate deal closures.
• Lead end-to-end implementation of ETS programs from requirements to go-live and hypercare.
• Translate client rostering, shift patterns and locations into routing and service design.
• Define SLAs and success metrics and drive adoption across admins and operations.
• Coordinate onboarding with Product, Engineering and GSS for data pipelines and integrations.
• Ensure safety and compliance, including night-shift and women-employee transport requirements.
• Drive pre-launch readiness, UAT and handover to Operations with thorough documentation.
• Provide ongoing client reviews, analyze performance data and identify optimization opportunities.

Skills

Client-facing

Solution demos

Project management

Stakeholder management

Technical integrations

SLA management

Communication skills

English proficiency

RFP execution

Job description

About the Role

As an Implementation Lead for Employee Transportation Services (ETS), you will own the journey of large enterprise clients from solution deep-dive through to the successful onboarding, launch and stabilization of managed employee commute programs across India and APAC.

You will act as the critical bridge between Sales, Product and long-term client success — closing mid-funnel deals through in-depth, customized demos, leading complex client integrations and pre-launch readiness, and ensuring a seamless transition from signed deal to a fully integrated, operating program.

You will partner with customers’ Transport, Admin, HR, Security, IT and Facilities teams, and with Sales, Operations, Product, Engineering, Safety, Customer Trust and Support teams internally, to deliver safe, reliable and cost‑efficient commute solutions — from roster and route design through go‑live and steady‑state performance.

The role sits at the intersection of operations, program management and customer success, directly impacting service quality, customer satisfaction and revenue growth, and is pivotal to building a repeatable ETS launch engine.

What You’ll Do

• Own in-depth, customized ETS solution demos — including client-specific configuration discussions and scenario simulations (e.g., Guard vs. Non-Guard trips, On-Time vs. Delayed trips) — to validate fit and close deals alongside Account Executives, and lead User Acceptance Testing (UAT) sessions after deal signing
• Act as the primary technical subject matter expert during the sales cycle, owning and supporting the technical sections of RFPs and client proposals to accelerate deal closures
• Lead end-to-end implementation of ETS programs for enterprise clients — from requirements gathering and site readiness through pilot, go‑live and hypercare — ensuring seamless and timely launches
• Partner with customers to understand shift patterns, employee rosters, pickup/drop locations and commute policies, and translate them into routing, fleet and service design
• Define SLAs and success metrics with customers (e.g., on-time performance, seat utilization, trip completion, safety incidents, employee satisfaction) and drive adoption among employees, transport admins and operations teams
• Work with fleet partners, drivers and on‑ground operations teams to ensure vehicle, driver and compliance readiness (permits, insurance, driver verification, vehicle fitness) before and after launch
• Implement safety and compliance protocols, including night-shift and women-employee safety requirements, in‑vehicle safety features and incident escalation processes
• Coordinate technical onboarding with Product, Engineering and Global Shared Services (GSS) — roster uploads, HRMS/attendance, SFTP and SSO integrations, data pipelines, user and policy configuration, and billing set‑up — keeping core engineering focused on product builds
• Navigate client InfoSec and compliance requirements alongside the Customer Trust team, and drive pre‑launch readiness and UAT to sign‑off so that each program is handed over to Operations fully documented and launch‑ready
• Run regular operational reviews with customers, analyze performance data, root‑cause service gaps and drive corrective actions and continuous cost and efficiency improvements; identify growth opportunities such as new sites, shifts, shuttle routes and EV adoption
• Relay client feedback, technical requirements and market learnings to the Product team to influence the ETS roadmap, set accurate client expectations on capabilities and timelines, and elevate forward‑looking feature requests
• Build and maintain ETS enablement resources — feature lists, FAQs, sales collateral and standardized demo narratives — support repeatable demo environments (test accounts and simulated trips), and test new feature rollouts for incoming clients ahead of launch
• Act as a trusted advisor to clients and deeply understand ETS products, operating model and tools to deliver customer trainings, onboarding sessions and troubleshoot customer issues

Basic Qualifications

• 4+ years of professional experience, including 3+ years in a client‑facing role (implementation, program/project management, operations, consulting, account management or similar)
• Strong project management and organizational skills with the ability to manage multiple stakeholders, sites and deadlines in operationally intensive environments
• Excellent communication and stakeholder management skills, both written and verbal, with the ability to engage customer leadership as well as on‑ground operations and vendor teams
• Demonstrated ability to deliver technical product demonstrations and explain complex solutions clearly to business, technical and operations audiences
• Working knowledge of enterprise integration concepts (SFTP, SSO, HRMS, data pipelines) and experience managing end‑to‑end implementations, including UAT and InfoSec/compliance reviews
• Proven ability to influence and work across Sales, Product, Engineering and Operations teams without direct authority
• Strong analytical skills, with working proficiency in Excel/Google Sheets (SQL or BI tools a plus) to track SLAs and operational KPIs

Preferred Qualifications

• Experience in employee transportation, corporate commute or shuttle services, fleet management, logistics, mobility or transport/facilities outsourcing
• Familiarity with India transport and compliance requirements — vehicle permits, driver verification and safety norms for night‑shift and women‑employee transportation
• Experience managing fleet/vendor partners and SLA-driven contracts
• Experience in SaaS, tech or platform‑based environments, including rollout of routing, rostering or workforce‑mobility technology
• Experience supporting RFPs and enterprise procurement processes, and building enablement material such as training curricula, FAQs and collateral
• Strong problem‑solving mindset with the ability to navigate ambiguity, handle on‑ground escalations and drive solutions
• Fluency in English and Hindi; additional regional/APAC languages are a plus.

Ready to Ride?

This isn't the kind of place where you follow a playbook — it's where you help write one. If you're driven by impact, energized by challenge, and ready to shape how the world moves — we'd love to hear from you.

You may be eligible for bonuses, equity, and other compensation, as well as a range of benefits.

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.

Uber is proud to be an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know by completing this form.