Global B2B CX Program Leader

Uber; United States; On-site; USD 146,000 - 180,000; Full time

Benefits offered by this job

Bonuses

Equity

401(k)

Comprehensive benefits

Job summary

Uber is seeking a Program Leader, Global U4B CX, to own the global post-sale CX strategy for enterprise customers, aligning Sales, Central Support, and Operations to deliver best-in-class service. You will drive initiatives across governance, automation, and continuous improvement.

This role emphasizes cross-functional leadership across matrixed teams, implementing SOPs, and leveraging AI to streamline operations and improve retention.

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 to strict SLAs, resolution quality, and customer satisfaction.
• Technical & AI Innovation: Leverage data tools, automated workflows, and modern AI platforms to eliminate bottlenecks, optimize support routing, and drive efficiencies.

Skills

Program management

Operations

Strategy

Process improvement

AI tools

Education

Bachelor’s degree or equivalent practical experience

Tools

AI tools

Data analysis tools

Automation platforms

Job description

Uber is seeking a Program Leader, Global U4B CX, to own the global post-sale CX strategy for enterprise customers, aligning Sales, Central Support, and Operations to deliver best-in-class service. You will drive initiatives across governance, automation, and continuous improvement.

This role emphasizes cross-functional leadership across matrixed teams, implementing SOPs, and leveraging AI to streamline operations and improve retention.