Global B2B Shuttle Program Leader, Community Operations

About the role

As the Global B2B Shuttle Program Leader, you manage and optimize our B2B Shuttle Customer Operations by building high-quality and reliable customer success channels for B2B customers. The primary emphasis of this role is to set the strategy for post-sales customer support, and work closely with the HCV customer success team to run scaled account management activities and manage a 10+ person global distributed junior account management team, "PSS".

Success in this role demands exceptional stakeholder management, impeccable organizational skills, and sharp problem-solving abilities. You will be a strong people leader, adept at motivating your team, and a compelling communicator capable of presenting information clearly and persuasively to gain buy-in at all levels.

This is a leadership and program management-focused role that emphasizes team empowerment, continuous improvement, impactful communication, and the delivery of high-quality results.

We are seeking a highly versatile and well-rounded individual who can seamlessly transition between strategic thinking with Uber leadership, hands-on management of on-the-ground operations, and execute independently to advance initiatives throughout the Shuttle program.

What you'll do

• Lead, mentor, and inspire a team of 10+, global distributed, junior account managers, fostering a strong team culture and driving high performance.
• Set the strategy for, and deploy the B2B customer support outsourcing program from scratch, including building several teams to perform specialized functions throughout the customer journey (i.e., inbound support and outbound campaign management)
• Collaborate closely with the Customer Success Operations vertical to develop Uber Shuttles account management strategy and build scaled operations to service the needs of our B2B Customers
• Manage senior business stakeholders globally and regionally, owning the relationships with your B2B counterparts across markets.
• Collaborate directly with the tech/product team to inform the product roadmap and have new tools built for the B2B shuttle space.
• Develop and deliver compelling executive-level communications and presentations for Uber's regional business and field operations leadership teams.
• Improve operational performance by using a data-driven approach for issue identification, root cause analysis, and improvement rollouts.
• Inform the creation of performance dashboards to track success and own regular updates on performance vs goals to key partners. Create actionable, specific metrics for the HCV support program
• Provide project updates and gain team alignment on initiatives to ensure they are connected to the larger Community Operations goals; ensure projects are properly defined and scoped with charters that include well-written problem statements, baseline data, and quantifiable goals.
• Be the source of knowledge to train, educate, and answer questions from project managers, product managers, Customer Service Representatives (CSRs), Premium Support Specialists (PSSs), or other organisational teams.
• Leverage specialists within the Community Operations Department to develop, maintain, QA, build content, and prepare training material for Customer Service Representatives (CSRs) to ensure operational excellence.

Basic Qualifications

• Minimum 8-10 years of progressive experience in customer support leadership, consulting, corporate strategy, customer success, or related fields.
• At least 2 years of demonstrated success in people management and team leadership.

Preferred Qualifications

• Advanced degree or equivalent relevant experience.
• Proven experience managing complex, cross-functional projects and diverse stakeholders in a dynamic launch environment, leveraging data-driven insights.
• Demonstrated ability to uncover data-driven insights to inform customer-centric decisions and drive impactful outcomes.
• Exceptional program management skills, including superior organisational, time management, and prioritisation abilities.
• Advanced proficiency in Excel and data management techniques.
• Outstanding written, verbal, and visual communication skills with a proven track record of influencing and building consensus across various audiences and organisational levels.
• A strong understanding of the bus and shuttle industry. Bonus points for direct experience in fixed-route transportation support programs.

Uber's mission is to reimagine the way the world moves for the better. Here, bold ideas create real-world impact, challenges drive growth, and speed fuelds progress. What moves us, moves the world - let's move it forward, together.

Offices continue to be central to collaboration and Uber's cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role.

*Accommodations may be available based on religious and/or medical conditions, or as required by applicable law. To request an accommodation, please reach out to accommodations@uber.com.

Client-provided location(s): Amsterdam, Netherlands

Job ID: Uber-149535

Employment Type: FULL_TIME

Posted: 2025-10-10T00:30:47