Client Operations Manager, Uber Shuttle

About the Role

As a B2B Operations Manager, you'll lead the end-to-end process of launching new shuttle programs and become the strategic partner to clients post-launch. Reporting to the B2B Lead for Mexico, you'll own implementation planning, coordinate across cross-functional teams, and ensure our programs meet client expectations. Once live, you'll drive engagement, performance, and growth, working closely with internal teams to optimize each program and help shape the future of Uber Shuttle.

The B2B Operations Manager is a hybrid role that combines client onboarding, project management, and account growth. You'll lead the end-to-end implementation of new Uber Shuttle programs and continue as the primary point of contact post-launch. This includes managing client relationships, ensuring operational excellence, and scaling our solutions across Mexico. You'll be part operator, part strategist, and part client partner.

• Own the pre-launch and go-live phases of new B2B shuttle programs
• Partner cross-functionally with Sales, Ops, Product, and Customer Service to ensure seamless client launches
• Lead project timelines, communicate progress, and stakeholder alignment

• Develop and maintain relationships with our current B2B customers and help them grow with Uber. Build and drive engagement through various channels
• Make sure customer expectations are being hit
• Train and help riders and admins to use our Uber Shuttle technology to make sure it is being utilized to the best of its ability for the customer's situation
• Work with customers to gather feedback and build cases to advocate for their requests to be built into our products

• Collaborate with cross functional teams such as our customer service team, product, and analytics to ensure customer health and growth
• Scale: Find opportunities to optimize, streamline or automate processes to improve the scalability of account management

• Identify solutions to improve the product market fit and work with the Uber Shuttle central operations team and product teams to drive improvements
• Customer Service Cost: Work on strategies like cross-utilization, pricing improvements, etc. to reduce customer service cost and drive profitability for the business
• Problem Solving: Deep dive into our most challenging problems on customer growth and retention and develop solutions through first-principle thinking & robust analysis
• Analyze Data: Keep tabs on the metrics and dive into the network, rider, and driver metrics to validate your hypotheses and make data driven decisions
• Be an owner: We're building a business and there's a lot that we don't know. You will need to be a self-starter that doesn't shy away from facing challenges and takes initiative to ensure we move the business forward

• 3+ years of relevant experience in the tech industry, mobility industry, or in consulting
• Prior experience in business development, customer sales, account management, procurement or operations is a plus
• The ability to clearly communicate and present information to stakeholders across all levels of the business
• Proven ability to lead cross functional initiatives at a similar fast paced organization
• Strong business and operational acumen as well as critical problem solving skills
• Proactive and creative solutions-driven approach, with a 'get it done' attitude
• Strong attention to detail and organizational skills
• Proficiency in Excel/Google Sheets with the ability to help visualize data for customer and internal presentations
• Ability to travel

• Proficiency in Excel/Google Sheets with the ability to help visualize data for customer and internal presentations
• Experience using SQL to research, study and answer real world questions