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Uber

Connects people with rides, meals and groceries

Global Retail Rollout and Adoption Lead

Program ManagementConfirmed live in the last 24 hours
Full-timeMexico City, CDMX, MexicoNo salary listedIn-person

About the Job

Requirements

  • At least 5 years of experience in Sales Operations, Business Systems, Product Operations, Program Management, BizOps, or similar commercial systems roles; experience in B2B or marketplace environments is preferred.
  • Demonstrated experience supporting and leading Salesforce or comparable CRM/CPQ rollouts, including post-launch stabilization and adoption recovery.
  • Ability to map complex workflows, understand data models, and reason about dependencies and edge cases.
  • Ability to triage and troubleshoot across process, configuration, and technical layers and distinguish signal from noise in ambiguous situations.
  • Experience working cross-functionally with Product, Engineering, regional Operations, and Enablement, including translating field feedback into structured requirements.
  • Ability to operate in fast-moving, ambiguous, multi-region environments with high ownership and a bias for action.
  • Working knowledge of Salesforce Sales Cloud and related seller tools, such as lead management, opportunity workflows, quoting, and reporting.
  • Professional fluency in English.

Responsibilities

  • Lead end-to-end rollout planning and execution for one or two priority Direct/Retail Seller Tech initiatives at a time, such as lead management, quoting and onboarding workflows, hierarchies, or AI assistants.
  • Define rollout charters covering the problem, scope, target seller segments, markets, key performance indicators, and risks with Seller Tech Product/Engineering, Retail/Direct leadership, and regional DCO.
  • Validate readiness, dependencies, and local workflow realities before go-live.
  • Sequence launches across megaregions while accounting for local market realities, including team structures, vertical mix, maturity, and language.
  • Establish and run hypercare by triaging priority 0 and priority 1 issues, identifying configuration, code, process, data, or training gaps, and driving resolution with clear owners and service-level agreements.
  • Ensure launches minimize disruption to sellers and avoid recurring first-time issues across regions.
  • Aggregate feedback across regions, seller personas, and tools, including tickets, Slack, surveys, and analytics.
  • Distinguish systemic issues from local anomalies, and bugs from configuration, workflow, training, or artificial-intelligence issues.
  • Translate high-volume, unstructured input into evidence-based problem statements with clearly sized impact.
  • Ensure Product and Engineering teams receive high-quality feedback and that it informs roadmaps and fixes.
  • Diagnose low adoption across tooling gaps, user experience and workflow mismatch, data quality, incentives, enablement, and change saturation.
  • Partner with regional Operations and Enablement to design targeted interventions, including workflow refinements, localized training, playbooks, coaching, and nudges.
  • Track and improve tool and workflow adoption rates, seller efficiency and workflow completion, and reduction in workaround usage such as spreadsheets and shadow systems.
  • Monitor results for 30, 60, and 90 days after launch, iterating until adoption stabilizes at the appropriate level.
  • Troubleshoot and resolve seller workflow issues across the Salesforce/Seller Tech ecosystem.
  • Identify recurring friction across markets and launches and prevent repeated issues.
  • Scale solutions through standardized playbooks and workflows, process and governance improvements, and pre-launch validation and user acceptance testing checklists.
  • Partner with Product, Systems, and Analytics teams to address root causes and measure impact.
  • Define an Americas Direct/Grocery/Retail Seller Tech operating model across Product, Engineering, DCO, DSC/BPO, and Enablement, specifying roles, timing, and forums.
  • Create and maintain seller and manager playbooks, including day-in-the-life flows for Direct account executives and Retail account managers; standard operating procedures for lead handling, quoting, pricing changes, and onboarding; FAQs; troubleshooting guides; and escalation paths.
  • Partner with Analytics to design dashboards and metrics for adoption and process adherence, performance impact such as conversion, cycle time, and productivity, and change health such as issue volume, hypercare duration, and seller satisfaction.
  • Use artificial-intelligence tools to synthesize feedback at scale, cluster themes, and detect early signals of friction or broken workflows.
  • Partner with Global Retail & Direct DCO and Agentic GTM/AI teams to identify high-value AI opportunities, including assistants, routing, and insights, within Direct/Retail workflows.
  • Translate AI opportunities into testable pilots with clear hypotheses, key performance indicators, guardrails, and integration points in the Seller Tech stack.
  • Launch AI features with clear narratives, training, and measurable wins.
  • Continuously improve analysis, documentation, and communication workflows using AI tools.
  • Establish standard Direct/Retail hypercare runbooks specifying service-level agreements, priority 0/priority 1 definitions, communication templates, and incident-routing paths.
  • During incidents, gather evidence such as screenshots, logs, and impacted personas and workflows; determine whether issues relate to configuration, code, data, permissions, AI, or process; and recommend short-term workarounds and durable fixes.
  • Lead root-cause analyses and post-mortems and embed learnings into future rollouts through checklists, validation scripts, user acceptance testing plans, and guardrails.
  • Serve as the primary contact for Direct/Retail Seller Tech launches and incidents across global and regional stakeholders.
  • Own the Direct/Retail section of the Seller Tech roadmap and change calendar, informing regional leaders about upcoming changes, timing, and rationale.
  • Communicate progress, risks, and decisions through concise, data-backed updates to Global Retail & Direct leadership, regional DCO leads, and Seller Tech Product, Engineering, and support teams.
  • Seek clarity when ownership or workflows are ambiguous and align teams on pragmatic, documented decisions.

Desired Qualifications

  • Additional language skills, such as Spanish or Portuguese.

About the Company

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Uber

Connects people with rides, meals and groceries

Uber runs digital marketplaces that connect people seeking rides, meals and groceries with drivers, couriers and local merchants. Its Uber app includes private and shared rides, while Uber Eats lets customers order from restaurants and stores for delivery or pickup. The apps match requests with nearby service providers, handle payment and show trip or order progress, with revenue coming from service fees charged on transactions. Uber Freight connects businesses shipping goods with trucking companies and sells managed transportation services, extending the group's software beyond consumer trips. Founded in 2009, Uber is headquartered in San Francisco, California.

Company size
10,001+
Company stage
IPO
Headquarters
San Francisco, CA
Founded
2009

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