About the Role
At Uber, great products are only as good as the experiences they create — and customer experience doesn't begin when a ticket arrives. It begins the moment a new feature or product launch decision is made.
Ensuring that customer experience is at the forefront of the design and build of every new product feature, enhancement, or net new launch means we must influence product design upstream — before painful experiences occur or support issues arrive at our doorstep.
This is the foundational belief behind this role. The Senior Manager, CX Launch Excellence – Mobility, will be the single point of contact responsible for defining the governance model and best practices to enable the right PoCs from CommOps to be embedded as a strategic partner across the Product Development Lifecycle. From PRD through go-to-market to hypercare, this person ensures that a consistent process is followed for every product, feature, and operational change so that the change and/or rollout ships with a customer experience that is excellent from day one — at every maturity level.
This is not a reactive support role. The primary accountability for this role is launch governance and CX readiness standards — defining the frameworks, gates, and operating model that determine how customer experience teams engage in the product development process.
What You'll Own
Design a tiered engagement model that distinguishes the right level of CX involvement based on product portfolio type: core product lines, growth initiatives, or emerging bets. Every product that ships a customer experience must meet the bar — and this role sets that bar.
Build and maintain the master playbook covering intake criteria, readiness gates, go/no-go frameworks, escalation triggers, and accountability structures. So there is never ambiguity about where CX stands in the process. Establish clear principles: CX is not a reviewer at the end of the pipeline but a co-designer from the beginning.
Why This Role Matters
Every product in Uber's Mobility portfolio ships a customer experience. And right now, CX is too often looped in too late — after the design is locked, the product development checkpoint reviews process is well underway, and the support readiness is not embedded into the design. This role changes that permanently.
The person who fills this seat will build the infrastructure — the playbook, the intake process, the governance model, the standards — that ensures CX is never an afterthought. They will be the reason Mobility launches are smoother, right CX inputs are shared during design and build so features are desgined to be defect free, and customers feel the quality of what we build from day one.
Basic Qualifications
Preferred Qualifications
For Chicago, IL-based roles: The base salary range for this role is USD $183,000 per year - USD $203,000 per year.
For New York City, NY-based roles: The base salary range for this role is USD $203,000 per year - USD $225,000 per year.
For San Francisco, CA-based roles: The base salary range for this role is USD $203,000 per year - USD $225,000 per year.
For all US locations, you will be eligible to participate in Uber's bonus program, and may be offered an equity award & other types of comp. All full-time employees are eligible to participate in a 401(k) plan. You will also be eligible for various benefits.
Ready to Ride?
This isn't the kind of place where you follow a playbook — it's where you help write one. If you're driven by impact, energized by challenge, and ready to shape how the world moves — we'd love to hear from you.
You may be eligible for bonuses, equity, and other compensation, as well as a range of benefits. Explore our benefits.
Offices remain key to collaboration and Uber's culture. Unless approved for full remote work, employees must spend at least 50% of their time in-office. Some roles, like those at greenlight hubs, require full-time in-office presence. Ask your Recruiter for details about this role's requirements.
Uber is proud to be an Equal Opportunity 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.
We are Uber. The go-getters. The kind of people who are relentless about our mission to help people go anywhere and get anything and earn their way. Movement is what we power. It’s our lifeblood. It runs through our veins. It’s what gets us out of bed each morning. It pushes us to constantly reimagine how we can move better. For you. For all the places you want to go. For all the things you want to get. For all the ways you want to earn. Across the entire world. In real time. At the incredible speed of now.
The idea for Uber was born on a snowy night in Paris in 2008, and ever since then our DNA of reimagination and reinvention carries on. We’ve grown into a global platform powering flexible earnings and the movement of people and things in ever expanding ways. We’ve gone from connecting rides on 4 wheels to 2 wheels to 18-wheel freight deliveries. From takeout meals to daily essentials to prescription drugs to just about anything you need at any time and earning your way. From drivers with background checks to real-time verification, safety is a top priority every single day. At Uber, the pursuit of reimagination is never finished, never stops, and is always just beginning.
