Head of US&C Regional CX, Mobility
- Compensation
- Not disclosed
- Location
- New York City, New York, United States
- Work setup
- Remote
- Seniority
- C level
- Employment
- Full time
- Experience
- Not specified
- Category
- Not specified
- Posted
Skills
Must have
- Minimum 6 in project/program management experience
- Bachelor's Degree or equivalent work experience
Nice to have
- 10+ years of professional experience in customer experience, operations, strategy, program management, or technology within a marketplace, platform, or multi-regional technology company.
- 3+ years of direct people management experience, including hiring, performance evaluation, and organizational development.
- 5+ years of experience managing programs specific to the US&C market, including direct engagement with regional compliance, regulatory standards, and operational models.
- Demonstrated track record of leading AI-driven customer support, CX automation, or technology-enabled support implementations in direct partnership with Product and Engineering teams.
- Documented experience leading end-to-end strategy and execution for high-visibility market launches, strategic partnerships, or post-acquisition integrations.
- Hands-on experience using analytical tools (e.g., SQL, Tableau, Excel) and core operational metrics (e.g., CSAT, NPS, contact rate, defect rate, SLA) to identify root causes and prioritize program roa
- Experience leading cross-functional alignment and presenting strategy to senior executive leadership (Director/VP level) across Commercial, Operations, Product, Engineering, Safety, and Legal teams.
- Track record of designing and implementing global-to-regional governance frameworks, operating rhythms, and feedback loops between regional business units and centralized global product/operations tea
- Master of Business Administration (MBA) or equivalent advanced degree in a relevant field.
Full description
About the role and team
Uber is reimagining the way the world moves — connecting people, products, and places every day at extra-ordinary scale. Our customer experience is a critical part of that promise: when millions of people rely on Uber, the experience they have with our products and support has to work in the real world, not just on paper.
Customer Advocacy & Solutions (CAS) sits closest to the customer. We see what is happening on the ground, understand where experiences break down, and bring that reality into the teams building Uber at global scale. We connect regional business priorities with our global customer experience, support, product, and technology engine — making sure global solutions work for customers in the markets where they are used, and making sure regional needs are reflected in what we build next.
The US&C team is a critical part of that mission. United States & Canada is one of Uber's largest and most strategically important regions, with enormous scale, complex market dynamics, and some of the most visible customer and business moments on the platform.
The Opportunity
As Regional Lead, Customer Advocacy & Solutions for US&C, you will lead the team responsible for bringing the US&C customer and business perspective into the global CX agenda — and turning that agenda into outcomes in the region.
You will be the senior CAS partner to US&C commercial and operational leaders, building a deep understanding of their strategy, growth priorities, and biggest customer opportunities. You will translate those priorities into clear customer experience and support requirements, determine what should be solved globally versus through regional execution, and bring the right partners together to get it done.
At the same time, you will lead the localization and in-market delivery of major global initiatives — from AI-powered customer support and new support technologies to global product and experience launches. You will help global teams understand where US&C requires a different approach, without creating unnecessary fragmentation, and ensure that what is built globally lands exceptionally well in the market.
This is also a role for someone who wants to operate where the business gets real. Your team will be the subject-matter experts on US&C regulatory requirements, market nuances, customer behavior, and region-specific topics. You will lead execution on high-profile market moments and locally driven programs, including major events, strategic partnerships, and other business-critical initiatives. And you will drive a disciplined focus on defect reduction — turning customer pain points and operational signals into improvements that make the Uber experience better.
What you’ll do
- Lead and develop a high-performing US&C CAS team, setting a clear direction and creating an environment where people can operate with strong judgment, pace, and accountability.