{"id":2168956,"url":"https://alion.io/job/uber-sr-regional-customer-experience-manager-dach","title":"Sr. Regional Customer Experience Manager – DACH","company":{"id":230,"name":"Uber","domain":"uber.com","url":"https://alion.io/company/uber","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Oracle","truth_index":{"grade":"A","score":92,"open_postings":125,"ghost_share":0,"stale_share":0.488,"repost_share":0.056,"time_to_fill_p50_days":9,"computed_at":"2026-10-19T05:45:15Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Berlin, Germany"],"countries":["DE"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":71000,"max_usd":139000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":11},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"SLI/SLO/SLA","optional":true},{"name":"SQL","optional":true},{"name":"Tableau","optional":true}],"status":"live","first_seen_at":"2026-10-09T11:12:37Z","employer_posted_date":"2026-10-09","last_verified_at":"2026-10-19T13:40:54Z","board_verified":true,"closed_at":null,"days_open":10,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":10},"description":"About the role and team\nUber is reimagining the way the world moves - connecting people, products, and places every day at extraordinary 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.\nCustomer 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 regional needs are reflected in what we build next.\nDACH - Germany, Austria and Switzerland - is a strategically important region within EMEA. Germany is one of EMEA's largest markets, with ambitious growth targets and a complex operating environment. Delivering against that ambition requires a customer experience that can scale with the business while accounting for local market and regulatory needs.\nAs Sr. Regional Customer Experience Manager - DACH, you will be the Regional CX point of contact for Germany, Austria and Switzerland, partnering closely with both Operations teams in the region, as well as the Mobility CX organization globally.\nYou will develop a deep understanding of DACH business priorities, customer pain points and market dynamics, translating them into clear CX and support requirements. You will help determine what should be addressed through regional execution versus global solutions and work across teams to drive those priorities to execution.\nYou will also bring the DACH perspective into global CX initiatives - ensuring global product, policy, automation and support solutions account for local needs and land effectively across the region.\nAI will be an important part of this role. You will help bring AI-powered customer experiences to DACH - helping global teams understand local requirements and supporting in-market implementation.\nThis is a highly cross-functional role for someone comfortable moving between strategy, analytics and hands-on execution in a fast-moving environment.\nWhat you’ll do\nOwn the DACH Regional CX agenda, building a deep understanding of business priorities, customer pain points, regulatory requirements and market dynamics across Germany, Austria and Switzerland.\nPartner closely with DACH Operations, translating growth and business priorities into clear customer experience and support requirements and ensuring CX considerations are built into local initiatives.\nBring the DACH perspective into global CX decisions, using customer signals, frontline insights and market context to influence product, policy, automation and support solutions.\nDrive regional execution and localization of global programs, including AI-driven support experiences, automation, technology rollouts and product or experience launches.\nLead CX readiness for DACH-specific initiatives, ensuring new products, partnerships and market programs launch with the right support experience and operational setup.\nDrive defect reduction across key customer journeys, using data and customer insights to identify root causes and working cross-functionally to deliver sustainable improvements.\nBuild strong feedback loops between DACH and global teams, making market needs clear while helping global solutions land effectively and avoiding unnecessary local fragmentation.\nOwn projects end-to-end, turning ambiguous business problems into structured plans, aligning stakeholders and driving execution through to measurable customer and business outcomes.\nBasic Qualifications\n5+ years of professional experience in customer experience, operations, strategy, program/project management, consulting, or a related field in a fast-paced environment.\nStrong project and program management skills, with demonstrated experience leading complex cross-functional initiatives from problem definition through execution.\nStrong analytical skills, with the ability to use data to identify customer or operational problems, determine root causes and develop actionable recommendations.\nAbility to operate both strategically and operationally - seeing the bigger picture while being comfortable going deep into execution.\nStrong stakeholder management and communication skills, with experience building alignment across diverse teams and influencing without direct authority.\nAbility to operate effectively in ambiguity, structure complex problems and independently drive work forward.\nFluency in German and English.\nPreferred Qualifications\nExperience working in a marketplace, platform, mobility, technology or similarly complex operational business.\nExperience working across multiple markets and balancing local market requirements with regional or global solutions.\nKnowledge of the DACH operating and regulatory environment, particularly Germany.\nAI-savvy, with hands-on experience using AI tools to improve productivity, analysis, problem solving or operational workflows.\nExperience supporting the design, rollout or optimization of AI-driven customer support, CX automation or other AI-enabled customer experiences, ideally in partnership with Product and Engineering teams.\nExperience using customer experience or support metrics such as defect rate, contact rate, CSAT, NPS or SLA to identify root causes and prioritize opportunities.\nExperience partnering across Product, Operations, Policy, Legal and/or Engineering teams.\nExperience with analytical tools such as SQL, Tableau or similar tools.","description_format":"text","description_chars":5703,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"German","level":"Advanced (C1)","optional":false},{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":[],"hiring_locations":[{"name":"Germany","iso":"DE","kind":"region"},{"name":"Austria","iso":"AT","kind":"region"},{"name":"Switzerland","iso":"CH","kind":"region"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Transportation & Logistics","Ride Hailing"],"lifecycle":[{"event":"open","at":"2026-10-09T11:16:33Z"}],"visa":[],"liveness":{"score":41,"band":"fade","label":"Fading","p_open":1,"p_active":0.749,"p_room":0.55,"age_days":9,"expected_fill_days":9,"reasons":["conf:10","velocity","win:tail","comp:brand"],"computed_at":"2026-10-19T05:45:15Z"},"pay":null,"html_url":"https://alion.io/job/uber-sr-regional-customer-experience-manager-dach","json_url":"https://alion.io/job/uber-sr-regional-customer-experience-manager-dach.json","meta":{"generated_at":"2026-10-19T14:20:16Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":10336,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-20T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":230},"rest":"https://alion.io/mcp/rest/get_company?id=230"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fuber-sr-regional-customer-experience-manager-dach"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fuber-sr-regional-customer-experience-manager-dach"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fuber-sr-regional-customer-experience-manager-dach"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/uber-sr-regional-customer-experience-manager-dach\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fuber-sr-regional-customer-experience-manager-dach"}]}