Head of Customer Success and Operations, Uber Health EMEA

Uber; Amsterdam; On-site; EUR 90,000 - 120,000; Full time

Job summary

A leading technology and transportation company is seeking a Head of Customer Success & Operations to lead its healthcare initiatives in EMEA. This role requires a strategic leader with 8+ years in customer success and operations. The ideal candidate will drive the go-to-market strategy, manage key relationships, and ensure high-quality service delivery. The position entails working closely with various teams to navigate complex market challenges and implement scalable solutions, contributing to growth and operational excellence.

Qualifications

• 8+ years of experience in customer success, operations, strategy, or healthcare delivery.
• 4+ years of senior leadership experience in complex environments.
• Strong analytical skills with the ability to build processes and KPIs.

Responsibilities

• Define and execute the regional go-to-market plan.
• Build and lead a high-performing team for implementation and customer success.
• Drive operational excellence for market and product launches.

Skills

Customer success

Operations

Leadership

Analytical skills

Communication skills

Job description

Uber Health is transforming how people access care through reliable, scalable, and patient-centric mobility and delivery solutions. As we expand globally, EMEA represents one of our most strategic and complex regions, with healthcare and wider subsidised transport ecosystems that require localized operations, thoughtful customer engagement, and deep cross-functional alignment.

As Head of Customer Success & Operations, you will help craft our go-to-market strategy and lead the teams responsible for ensuring our healthcare customers realize the full value of the Uber platform - from seamless onboarding and implementation to operational reliability, long-term satisfaction, and measurable impact. You will also serve as the regional operational leader, partnering closely with EMEA Mobility Operations, the U.S based Uber Health Strategic Operations, Transit, Policy, Regulatory, Product, and U4B teams to ensure our offerings meet the high service, safety, and compliance standards required in healthcare.

In this role, you will be responsible for standing up custom operational workflows and product or process solutions for large, strategic opportunities when needed - and for building the frameworks, tooling, and cross-functional pathways to scale and manage these solutions over time. This includes navigating complexity, balancing partner-specific requirements with long-term scalability, and ensuring that learnings inform global product and operational roadmaps.

This is a highly visible, senior leadership role. You will shape how Uber Health delivers for providers, payers, governments, and care and transport organizations across the region, while building scalable processes that support long-term growth. The ideal candidate thrives in complex, multi-stakeholder environments; builds trust quickly; and operates with a strong sense of ownership and urgency.

What You\'ll Do

• Work in partnership with the Head of Health Partnerships in EMEA to define and execute the regional go-to-market plan, focussing on major, must-win deals, while developing market-specific insights and influencing product roadmaps to ensure Uber solutions meet the unique needs of EMEA health and wider subsidized transport markets
• Build, lead and develop a high-performing team over time, including proposal and pricing support, implementation, customer success and operations, ensuring clear accountability and strong execution across the region
• In collaboration with sales, cultivate and expand senior-level customer and partner relationships, unlocking opportunities across health systems, private providers, payers, government agencies, and transportation agencies and operators
• Drive operational excellence, ensuring high-quality market and product launches, improved scalability, strong customer delivery, and a reliable experience for riders and partners
• Partner with sales operations on regional forecasting, reporting, and KPI development across onboarding timelines, customer health, operational reliability, revenue retention, and program performance
• Collaborate well cross-functionally across Uber, including Product, Policy, Legal, Finance, Operations, Marketing, and Regional Leadership to align priorities, accelerate execution, and remove blockers. Represent the voice of EMEA Health customers and progress to these stakeholders in regular business reviews and ongoing.

Basic Qualifications

• 8+ years of experience in customer success, operations, strategy, healthcare delivery, consulting, or a related field.
• 4+ years of senior leadership experience managing teams in cross-functional, matrixed environments.
• Strong analytical and operational skills with experience building processes, KPIs, and scalable systems.
• Excellent communication skills with experience presenting to and influencing senior executive audiences.

Preferred Qualifications

• Leadership roles in the healthcare industry; strong domain expertise in the healthcare landscape across Europe.
• Demonstrated ability to lead enterprise customers through complex implementations and multi-stakeholder workflows.
• Prior experience launching new markets, major partnerships, products, or service lines in highly regulated or operationally complex industries.
• Proven ability to translate strategy into execution and deliver measurable results in ambiguous environments.
• Strong bias for action, with the ability to quickly diagnose issues, mobilize teams, and move from insight to execution.
• Proficiency in additional European languages (e.g., French, German, Dutch, Spanish, Swedish).