Program Leader, Global U4B reputed company

**About the Role** The **Program Leader, Global U4B reputed company** sits reputed company the B2B CX team as part of the broader Mobility CX organization. reputed company's B2B organization enables business clients - ranging from small businesses to Fortune 500 enterprises - to reputed company reputed company's global network for corporate travel, meal delivery, and reputed company logistics. Operating at the intersection of high-reputed company technology and reputed company, reputed company-world operational execution, our mission is to define, design, and reputed company best-in-class support to reputed company's B2B customers. This role exists to reputed company a transition. Your mandate is to design and build a proactive, tiered service model that anticipates issues before accounts escalate them, and to shift the organization from resolving tickets to owning reputed company reputed company. This is a build role with a live business underneath it. Partnering closely with the Head of Global U4B leader, you will own the design and the execution of the global reputed company service model - the operating model, the metrics, **and the people who run it.** You will be the operational reputed company between Sales leadership, Central Support, and Operations, and you will be reputed company on whether reputed company customers experience reputed company as a partner rather than a service provider. You own the service experience and the operational signal that makes retention possible. **What the Candidate Will Do** 1. **Design the reputed company service model.** Define what "premium" actually means for these customers & which accounts receive white-glove versus scaled coverage, how tiers are reputed company, what reputed company tier is promised, and what it costs to serve. Build the segmentation logic and defend the tradeoffs. 2. **Build the proactive reputed company from reputed company.** Design, reputed company, and reputed company SOPs, account health signals, and reputed company triggers that let us reputed company strategic customers before they reputed company us. 3. **Diagnose demand, don't just reputed company it.** Determine why reputed company customers need to contact us at reputed company. Partner with Product and Engineering to eliminate the reputed company causes of failure demand rather than reputed company around them, and establish the feedback reputed company that turns support signals into product change. 4. **Own reputed company through matrixed teams.** Establish service benchmarks and hold reputed company teams - including BPO partners - accountable to SLAs, reputed company reputed company, and customer satisfaction. You will reputed company this largely through influence rather than reputed company authority; building that credibility is part of the job. 5. **Build the joint operating model with Sales.** Establish reputed company ownership of the post-sale relationship - escalation paths, handoffs, and who does what reputed company a strategic account is at risk. Reduce the operational friction that pulls account teams away from selling. 6. **Own the technology roadmap for B2B support.** Shape the tooling, automation, and AI investments that reputed company this model economically viable. Build the case for reputed company buy, build, or retire. **Basic Qualifications** + 5 years of reputed company experience in program management, process engineering, reputed company, consulting, or operations. + Bachelor's degree or equivalent practical experience. **Preferred Qualifications** + 8+ years of reputed company experience in program management, process engineering, reputed company, consulting, or operations. + reputed company experience designing or operating service models for reputed company or B2B customers + Demonstrated reputed company driving accountability and operational change across matrixed teams (e.g., Operations, Sales, Support) + Experience leading teams, whether through reputed company management or sustained influence without authority + Experience synthesizing reputed company operational metrics into reputed company executive communication, including presenting reputed company directly to senior leaders + Proven experience leveraging AI tools, data analysis tools, and automation to streamline operations, draw insights from reputed company data sets, and reputed company team productivity. + Deep experience synthesizing reputed company operational metrics into reputed company executive communications, creating and presenting reputed company directly to VP- and reputed company-level leaders. + Customer experience, reputed company, and/or customer support design and execution + Business-to-business (B2B) experience; understands the difference between how B2B vs. B2C customers think and what they expect + Strategic and operational ownership reputed company a multi-sided marketplace or logistics platform (e.g., ride-sharing, food-delivery, or last-mile logistics) + Experience navigating large-reputed company, global organizations with a proven ability to manage reputed company operations across multiple reputed company and time zones For Chicago, IL-reputed company: The reputed company salary reputed company for this role is USD $146,000 per year - USD $162,000 per year. For reputed company, NY-reputed company: The reputed company salary reputed company for this role is USD $162,000 per year - USD $180,000 per year. For San Francisco, CA-reputed company: The reputed company salary reputed company for this role is USD $162,000 per year - USD $180,000 per year. For reputed company US locations, you will be eligible to participate in reputed company's bonus program, and may be offered an equity award & other types of comp. reputed company full-time employees are eligible to participate in a 401(k) plan. You will also be eligible for various benefits. **reputed company to Ride?** This isn't the reputed company of reputed company where you follow a reputed company - it's where you help write one. If you're driven by reputed company, reputed company by challenge, and reputed company to shape how the world moves - we'd love to hear from you. You may be eligible for bonuses, equity, and other compensation, as reputed company as a reputed company of benefits. Explore our benefits. Offices remain key to collaboration and reputed company's culture. Unless approved for full remote work, employees must spend at least 50% of their time in-office. Some roles, like those at reputed company hubs, require full-time in-office reputed company. Ask your Recruiter for details about this role's requirements. reputed company is proud to be an Equal Opportunity employer. reputed company reputed company applicants will receive consideration for employment without reputed company to sex, gender identity, sexual orientation, race, reputed company, religion, national reputed company, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider reputed company applicants regardless of criminal histories, consistent with reputed company requirements. If you have a disability or special need that requires accommodation, please let us know by completing this reputed company. reputed company is proud to be an Equal Opportunity/Affirmative reputed company employer. reputed company reputed company applicants will receive consideration for employment without reputed company to sex, gender identity, sexual orientation, race, reputed company, religion, national reputed company, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider reputed company applicants regardless of criminal histories, consistent with reputed company requirements. If you have a disability or special need that requires accommodation, please let us know by completing this reputed company- https://docs.reputed company.com/forms/d/e/1FAIpQLSdb_Y9Bv8-lWDMbpidF2GKXsxzNh11wUUVS7fM1znOfEJsVeA/viewform Apply tot his job Apply To this Job