Global Enterprise Service Leader

Uber; Chicago (IL); On-site; USD 146,000 - 162,000; Full time

Benefits offered by this job

Bonus program

Equity award

401(k) plan

Benefits

Job summary

Uber's Global U4B Customer Success program leader role sits within the B2B CX team of the Mobility CX organization. You will design and build a proactive, tiered service model for enterprise customers, shifting the organization from ticketing to owning outcomes, and partner with Sales, Central Support, and Operations across global teams.

Requirements include 5+ years in program management or operations and a Bachelor's degree; 8+ years and direct enterprise experience are preferred.

Qualifications

• 5 years of professional experience in program management, process engineering, strategy, consulting, or operations.
• Bachelor's degree or equivalent practical experience.
• 8+ years of experience with enterprise or B2B service models.
• Proven ability driving accountability across matrixed teams.

Responsibilities

• Design the enterprise service model, including tiering, coverage, costs, and tradeoffs.
• Build proactive motions with SOPs, health signals, and intervention triggers.
• Diagnose root causes of demand and partner with Product to reduce failure demand.
• Own outcomes via matrixed teams and measure SLA adherence and customer satisfaction.
• Define post-sale ownership and cross-functional handoffs with Sales.

Skills

Project management

Strategic thinking

Executive communication

Influence without authority

Education

Bachelor's degree or equivalent

Tools

AI tools

Data analysis tools

Automation tools

Job description

Uber's Global U4B Customer Success program leader role sits within the B2B CX team of the Mobility CX organization. You will design and build a proactive, tiered service model for enterprise customers, shifting the organization from ticketing to owning outcomes, and partner with Sales, Central Support, and Operations across global teams.

Requirements include 5+ years in program management or operations and a Bachelor's degree; 8+ years and direct enterprise experience are preferred.