Global B2B CX Program Lead (Equity Eligible)

Uber; New York (NY); On-site; USD 162,000 - 180,000; Full time

Benefits offered by this job

Bonus program

Equity

401(k) plan

Job summary

Uber is seeking a Program Leader for Global U4B CX within the B2B CX team to shape post-sale strategy, drive account retention, and oversee service execution across Uber’s enterprise offerings.

The role collaborates with Sales, Central Support, and Operations to transform post-sale CX into a strategic competitive differentiator, leveraging AI, data, and automation to remove bottlenecks and improve efficiency.

Qualifications

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

Responsibilities

• GTM & Sales Friction Reduction: Partner directly with Sales leadership to audit sales workflows, uncover post-contract operational friction, and launch mitigation programs that give time back to account teams to focus on selling.
• Support & Retention Strategy (0-to-1 Playbook): Design, pilot, and scale SOPs for enterprise escalations, proactive account care, and customer success triggers for high-spending enterprises.
• Operational Accountability & Metrics: Establish service benchmarks and hold frontline CX and operations teams accountable to strict SLAs, resolution quality, and customer satisfaction.
• Technical & AI Innovation: Leverage data tools, automated workflows, and modern AI platforms to eliminate operational bottlenecks, optimize support routing, and drive continuous efficiencies across global B2B operations.

Skills

GTM & Sales Friction Reduction

Support & Retention Strategy

Operational Accountability & Metrics

Technical & AI Innovation

Education

Bachelor’s degree or equivalent practical experience

Tools

AI platforms

Data analysis tools

Automation

Job description

Uber is seeking a Program Leader for Global U4B CX within the B2B CX team to shape post-sale strategy, drive account retention, and oversee service execution across Uber’s enterprise offerings.

The role collaborates with Sales, Central Support, and Operations to transform post-sale CX into a strategic competitive differentiator, leveraging AI, data, and automation to remove bottlenecks and improve efficiency.