B2B Operations Manager

About the RoleAs the B2B Lead, you'll be responsible for the overall success of our B2B Uber Shuttle business in the US&C. This means helping to influence the sales strategy for the Uber Shuttle sales specialists, ensuring smooth launches once deals are closed, and maintaining high performance for our existing customers. By doing these things, you'll be working towards hitting annual growth targets and KPIs.You will report directly to the GM US&C, Uber Shuttle and will have B2B Account Managers who report directly to you. With the account managers, you'll be responsible for making sure new client implementation and launches meet customer and internal expectations, 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.In addition to your day-to-day work, you'll be tasked with constantly thinking about the bigger picture and working on making the workflows that your team and other stakeholders go through more efficient. This could mean advocating for new product features, creating new SOPs and processes, aligning with partner teams on handing off responsibilities, and generally working to unlock bandwidth. You'll also be given opportunities to test new products and pilot new concepts with the goal of proving whether there is a product market fit in the US&C region for these projects.This role is ideal for someone who thrives in high-impact environments, enjoys working cross-functionally, and is passionate about delivering top-notch customer experiences. You will need to be a self-starter who can be a problem solver and not just a problem spotter.What the Candidate Will DoCustomer Implementation & Program Launch:Own the pre-launch and go-live phases of new B2B shuttle programs.Create and modify the strategy for partnering cross-functionally with Sales, Ops, Product, and Customer Service to ensure seamless client launches.Support your account managers on launch project timelines, communicating progress, and stakeholder alignment.Hold your team accountable to meeting launch SLAs and executing new deals with the highest standardsB2B Customer Relationships:Make sure customer SLAs are being hit by overseeing the work the Account Managers are doing, helping them to problem solve the day-to-day challenges as well as thinking about ways to make the experience as efficient as possibleYou'll be the escalation point when customers need more supportProgram / Project Management:Help your team collaborate with cross functional teams such as our customer service team, product, and analytics to ensure customer health and growthWork with these teams to create and update SOPs, processes, and R&Rs to make sure that all parties can work together in the smoothest and most efficient way possibleScale: Find opportunities to optimize, streamline or automate processes to improve the scalability of account managementDrive Product Market Fit: Identify solutions to improve the product market fit and work with the Uber Shuttle central operations team and product teams to drive improvementsCustomer Service Cost: Work on strategies like cross-utilization, pricing improvements, etc. to reduce customer service cost and drive profitability for the businessProblem 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 decisionsTest New Customer Use Cases:Uber is constantly thinking of more ways to serve our customers and solve problems. You'll be at the front lines of strategizing around how to pilot new features, products, or initiatives and how to execute on the strategies.You would help to build business cases or case studies post pilot to help inform the rest of the business on the best way forwardBe 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.What You'll Need3+ years of relevant experience in the tech industry, shuttle/charter industry, or in consultingThe ability to clearly communicate and present information to stakeholders across all levels of the businessProven ability to lead cross functional initiatives at a similar fast paced organizationStrong business and operational acumen as well as critical problem solving skillsProactive and creative solutions-driven approach, with a 'get it done' attitudeStrong attention to detail and organizational skillsProficiency in Excel/Google Sheets with the ability to help visualize data for customer and internal presentationsMust have experience using SQL to research, study and answer real world questionsAbility to travel 3-4x per quarterRelevant experience in the tech industry, shuttle/charter industry, or in consultingPrior experience in business development, customer sales, account management, procurement or operationsExperience managing other employees is a plusFor Chicago, IL-based roles: The base salary range for this role is USD$116,000 per year - USD$128,500 per year. You will be eligible to participate in Uber's bonus program, and may be offered an equity award & other types of comp. You will also be eligible for various benefits. More details can be found at the following link https://www.uber.com/careers/benefits.Uber is proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know by completing this form- https://docs.google.com/forms/d/e/1FAIpQLSdb_Y9Bv8-lWDMbpidF2GKXsxzNh11wUUVS7fM1znOfEJsVeA/viewform #J-18808-Ljbffr