Director, Enterprise CX & White-Glove Success

Uber; United States; On-site; USD 239,000 - 265,000; Full time

Job summary

Uber for Business is seeking a leader to own the end-to-end customer success experience for enterprise and vertical accounts. You will build a scalable, SLA-driven support engine, stand up automated health signals, and define a tiered white-glove standard with executive escalation pathways.

You will manage a global team across operations, product, and partners to deliver proactive, high-impact service. In this role, you will partner with Ops, Sales, Tech, Legal and Finance to translate customer

Qualifications

• 12+ years in customer experience, support operations, service delivery or customer success.
• 6+ years leading teams and experience leading managers of managers.
• Experience owning B2B or enterprise support for a global business at scale.
• Experience with outsourced and BPO partners, and multi-site global operations.
• Fluency with CX operational data, AI-driven metrics and large data analysis.

Responsibilities

• Build the enterprise admin support engine with SLA-driven operations.
• Stand up account health discipline with automated signals and proactive interventions.
• Define white-glove standard and scalable tiered service model.
• Build fleet partner support for onboarding, payments, and compliance.
• Serve verticals and complex accounts with regulatory alignment.
• Run the business with operator rigor and measurable metrics.
• Hire, develop and lead a global team across regions and partners.

Skills

CX leadership

B2B/enterprise support

Leading managers of managers

AI & CX data

Executive communication

Tools

Salesforce

Job description

Uber for Business is seeking a leader to own the end-to-end customer success experience for enterprise and vertical accounts. You will build a scalable, SLA-driven support engine, stand up automated health signals, and define a tiered white-glove standard with executive escalation pathways.

You will manage a global team across operations, product, and partners to deliver proactive, high-impact service. In this role, you will partner with Ops, Sales, Tech, Legal and Finance to translate customer