Senior Operations Manager (B2B)

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About the Team:

Community Operations powers the customer experience for every new and existing Uber product at global scale. Our support team serves enterprise and B2B customers worldwide, ensuring their organizations run smoothly on Uber. With Uber's heightened focus on B2B, this team is central to strengthening client trust, driving adoption, and surfacing insights that influence policy and product improvements.

About the Role:

We're seeking a Senior Operations Manager to lead B2B support operations in Manila. You will combine strategic planning, people leadership, and operational excellence to build scalable, risk-aware processes tailored to enterprise clients. In B2B, a single error can disrupt an entire organization-your bar for quality, accuracy, and judgment must be exceptionally high.

You'll partner with stakeholders across Programs, Product, Operations, and other Support teams to elevate NPS, deepen client relationships, and unlock opportunities to influence revenue through data-backed insights.

What You'll Do:

Lead & Develop High-Performing Teams

• Manage and coach team members; create a culture of ownership, growth, and accountability.
• Build leadership bench strength and succession plans for the team

• Define a multi-quarter strategy for B2B support that aligns with business goals (NPS, trust, adoption, efficiency, and revenue influence).
• Translate strategy into clear roadmaps, goals, and operating mechanisms.

• Design and scale processes for support workflows and own performance
• Establish risk controls and quality checks to minimize defects and protect client operations.

• Synthesize customer signals to inform policy and product enhancements
• Partner with Sales/B2B Programs on insights that enable increased adoption

• Lead intake for new projects/flows; scope requirements, success metrics, and change management.
• Program-manage initiatives with site-wide or regional impact (e.g., employee experience, performance, cost optimization).

• Build strong relationships with cross-functional partners across regions/sites; communicate clearly with executives and enterprise clients.
• Serve as the primary point of contact for key initiatives and critical updates

• Reinforce house rules, attendance, and performance-improvement guidelines; uphold Uber's ethical standards.
• Maintain readiness for 24/7 support needs (coverage may include some weekends/holidays).

• 8+ years in scaled customer support/operations, including 5+ years leading large teams and managers of managers across multiple LOBs.
• Proven experience supporting B2B/enterprise customers or operating in enterprise-grade environments.
• Demonstrated strength in problem solving, data-driven decision-making, and program/project management.
• Excellent written and verbal communication; adept at executive-level storytelling and stakeholder influence across sites and time zones.
• Track record of designing scalable processes, managing risk, and delivering measurable outcomes in fast-paced, high-stakes settings.

• Experience within COEs or shared-service models at global scale.
• Familiarity with Lean/Six Sigma/Kaizen or continuous improvement frameworks.
• Proficiency with analytics (Excel/Sheets; SQL a plus) and building KPI dashboards/operating rhythms.
• Experience launching support for new products or support modalities, and managing complex change.