Global Enterprise CX Program Leader

Uber; San Francisco (CA); On-site; USD 162,000 - 180,000; Full time

Benefits offered by this job

Bonus program

Equity award

401(k) plan

Benefits

Job summary

Uber is seeking a Program Leader, Global U4B Customer Success to design and build a proactive, tiered service model for Uber's enterprise customers. You will bridge Sales, Central Support, and Operations to ensure outcomes, not just tickets, are delivered across a global enterprise footprint.

This build role requires influencing matrixed teams, defining SLAs, and shaping the tech roadmap for B2B support to drive retention and partner value.

Qualifications

• 5+ years of program management, process engineering, strategy, consulting, or operations experience.
• Experience designing or operating service models for enterprise or B2B customers.
• Ability to drive accountability and operational change across matrixed teams.
• Experience leading teams through influence and cross-functional collaboration.

Responsibilities

• Design the enterprise service model, including premium segmentation and tiered coverage.
• Build proactive motions with SOPs, health signals, and intervention triggers.
• Diagnose demand by analyzing root causes and partner with Product/Engineering for improvements.
• Own outcomes through matrixed teams and hold front-line groups to SLAs and customer satisfaction.
• Build the joint operating model with Sales, defining escalation paths and post-sale ownership.
• Own the technology roadmap for B2B support, defining tooling and automation investments.

Skills

Program management

Strategy

Cross-functional leadership

Data analysis

AI & automation

Education

Bachelor’s degree or equivalent

Job description

Uber is seeking a Program Leader, Global U4B Customer Success to design and build a proactive, tiered service model for Uber's enterprise customers. You will bridge Sales, Central Support, and Operations to ensure outcomes, not just tickets, are delivered across a global enterprise footprint.

This build role requires influencing matrixed teams, defining SLAs, and shaping the tech roadmap for B2B support to drive retention and partner value.