Senior Operations Manager

Job Description

#GreatMindsDontThinkAlike At Uber, we celebrate diversity and believe the best ideas come from different perspectives. We're building an open, inclusive culture where you can do the best work of your career while shaping how the world moves. #BuildWithHeart

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 Hyderabad. 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

Set Strategy & Deliver Outcomes

- 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.

Drive Operational Excellence

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

Be the Voice of the Business Customer

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

Program Intake & Delivery

- 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).

Stakeholder & Client Engagement

- 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

People, Policy & Compliance

- 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).

Basic Qualifications:

- 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.

Preferred Qualifications:

- 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.

Why Uber:

At Uber, we take on big problems to help people and businesses move. In this role, you'll shape the future of B2B support at Uber-building trust with enterprise clients, elevating customer outcomes, and unlocking growth across our global business.

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 .