Head of US&C Regional CX, Mobility

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.
Build trusted relationships with senior commercial and operational leaders across US&C, understand their priorities, and translate business strategy into customer experience and support needs.
Own the regional perspective in global CX, bringing customer signals, frontline realities, regulatory considerations, and market context into global product, policy, automation, and experience decisions.
Lead the localization and in-market execution of global programs, including AI-driven support experiences, automation, technology rollouts, and global product or experience launches.
Decide when a problem needs a US&C solution versus when the right answer is to influence the global roadmap — and ensure the chosen path is executed well.