Head of Enterprise CX & Fleet Partnerships

Uber; San Francisco (CA); Hybrid; USD 239,000 - 265,000; Full time

Benefits offered by this job

Bonus program

Equity award

401(k) plan

Job summary

Uber is seeking a strategic leader to own the end-to-end support experience for enterprise and fleet-partner customers. You will stand up a customer success capability that combines fast SLAs, health detection, and scalable automation to replace headcount with smarter processes.

The role requires building a global team, partnering across regions, and driving executive-level communications. A strong track record in B2B enterprise support and AI-driven CX is essential.

Qualifications

• 12+ years in customer experience or support operations, with 6+ years in leadership.
• Experience owning B2B enterprise support for a global business at scale.
• Track record designing tiered support models and SLAs.
• Experience with outsourced/BPO partners and multi-site operations.
• Fluency in CX metrics, AI-driven analytics and reporting.

Responsibilities

• Build enterprise admin support engine and backbone for admin setup, policy configuration, invoicing, payments, and reporting.
• Stand up an automated account health system to detect degradation early.
• Define a tiered white-glove service standard and scale it across top, middle, and long-tail accounts.
• Develop fleet partner support covering onboarding, earnings, payments, and compliance.
• Design support for Health and other regulated or high-complexity accounts.
• Run the business with operator rigor: metrics, cadence, and improvement loops.
• Hire, develop and lead a global team including managers of managers.

Skills

Customer experience

Enterprise support

BPO management

AI in CX

Executive communication

Cross-functional leadership

Tools

Salesforce

CRM platforms

Job description

Uber is seeking a strategic leader to own the end-to-end support experience for enterprise and fleet-partner customers. You will stand up a customer success capability that combines fast SLAs, health detection, and scalable automation to replace headcount with smarter processes.

The role requires building a global team, partnering across regions, and driving executive-level communications. A strong track record in B2B enterprise support and AI-driven CX is essential.