EVP – Customer Operations — Urban-Mobility Marketplace

The mandate

The board has concluded that incremental adjustment will not resolve customer operations fragmented across channels and markets within a institutionally backed technology-enabled mobility and transport platform. The immediate arena is the urban-mobility marketplace during a post-merger platform integration. For mandate 431, the successful executive inherits decisions that have been deferred, competing stakeholder expectations and a need to establish facts before committing further capital.

The EVP – Customer Operations operating perimeter covers approximately US$6,550 million in gross bookings and fleet portfolio, with activity spanning several urban-mobility marketplace customer, product and delivery clusters rather than a single asset. The EVP – Customer Operations Mobility remit carries direct influence over roughly 800 colleagues and third-party capacity.

The board and its investment committee want a EVP – Customer Operations who can convert ambiguity into a short list of explicit choices for the urban-mobility marketplace. The EVP – Customer Operations Mobility seat must resolve a post-merger platform integration, while preserving the underlying strengths of the urban-mobility marketplace. For mandate 431, value will come through sharper allocation, stronger leaders and an operating cadence that exposes variance early.

The EVP – Customer Operations’s first year on the urban-mobility marketplace is expected to end with service consistency, lower failure demand and improved retention. In mandate 431, authority covers resources and leadership appointments; material trade-offs go directly to the board sponsor.

Why this seat is open

This is a newly created EVP – Customer Operations — Urban-Mobility Marketplace seat approved as part of the next operating model; it is not an incumbent replacement. The board is running a planned 4–6 month search so the appointee can join ahead of the next capital and talent cycle. Current leaders retain their existing accountabilities until the urban-mobility marketplace remit is formally activated. Confidentiality protects organisation design choices while the board compares external and adjacent-sector talent.

What you will own

• Set the EVP – Customer Operations value-creation thesis for the urban-mobility marketplace, translate it into no more than five enterprise priorities and stop work that does not support them.
• Carry stewardship of approximately US$6,550 million in gross bookings and fleet portfolio, including allocation, risk acceptance and board forecasts.
• Lead the EVP – Customer Operations Mobility organisation of about 800 employees and partners, appointing a team with clear decision rights and credible succession for every critical seat.
• Resolve the urban-mobility marketplace economics and execution constraints created by a post-merger platform integration, with EVP – Customer Operations-approved owners, dated milestones and transparent escalation thresholds.
• Establish one EVP – Customer Operations operating review across commercial, customer, financial, people, technology and risk outcomes for the urban-mobility marketplace; remove reconciliations that obscure accountability.
• Demonstrate enterprise authority across functions and markets, with outcomes visible in cash, customers or controlled risk in mandate 431.
• Build the EVP – Customer Operations’s three-year succession and capability plan for the urban-mobility marketplace, reducing dependence on individual executives and improving mobility across the wider Mobility organisation.

The first 12 months

• Days 1–90: Validate the urban-mobility marketplace baseline, meet the 30 stakeholders most consequential to customer operations fragmented across channels and markets, assess the leadership team, stabilise immediate delivery risks and agree a board-owned scorecard with explicit decision gates.
• Months 4–9: Make the principal EVP – Customer Operations portfolio and organisation choices for the urban-mobility marketplace, install the new operating cadence, fill critical leadership gaps and deliver the first measurable release of cash, capacity or customer value.
• Months 10–12: Demonstrate a repeatable urban-mobility marketplace trend against service consistency, lower failure demand and improved retention, lock the following year’s capital and talent plan, evidence control sustainability and present a credible three-year value case with downside actions.

What the board will measure

• Delivery of the EVP – Customer Operations’s agreed first-year urban-mobility marketplace value case within a 10% tolerance, with variance explained before rather than after the relevant quarter closes.
• A EVP – Customer Operations forecast that remains decision-useful across three consecutive quarters and reconciles the urban-mobility marketplace’s operating, cash, customer and people assumptions.
• Closure of the EVP – Customer Operations mandate’s highest-priority urban-mobility marketplace risk and execution issues by their board-approved dates, with independent evidence that fixes are sustained.
• Retention of at least 90% of critical urban-mobility marketplace talent and ready-now successors for at least 70% of the EVP – Customer Operations’s direct reports.
• A quantified EVP – Customer Operations-owned improvement in the urban-mobility marketplace operating constraint behind a post-merger platform integration, supported by a clean baseline and named data owner.
• Clear stakeholder confidence in mandate 431: no unresolved high-severity escalation older than 30 days and no material surprise withheld from its agreed governance forum.

The person

You are currently a EVP Customer Operations, Service COO or Customer Experience Head in a institutionally backed Mobility or adjacent enterprise. In relation to the urban-mobility marketplace, your EVP – Customer Operations track record includes a transition where the original plan was no longer sufficient; you can explain your choices, evidence and numerical impact. Candidates from mobility, logistics, automotive, travel technology or consumer platforms will be considered where the operating model, customer stakes and governance intensity match this EVP – Customer Operations brief.

As a EVP – Customer Operations candidate, you bring 22–28 years of progressive Mobility or adjacent-sector experience, consistent with the 22-28 experience band. At minimum, you have carried a P&L, book, budget or accountable portfolio of US$3,800 million and led an organisation of at least 800 people.

For mandate 431, the board wants two transitions: a difficult urban-mobility marketplace portfolio choice and a leadership-system change during a post-merger platform integration. As the prospective EVP – Customer Operations for this urban-mobility marketplace, you must challenge optimistic cases and still create followership. References for mandate 431 must distinguish your contribution from the institution around you.

The EVP – Customer Operations must be based in San Francisco; international relocation is supported, but this Mobility role is not designed as a remote appointment.

Non-negotiables

• Current or recent accountability at the level of EVP Customer Operations, Service COO or Customer Experience Head, with direct exposure to a board, investment committee or equivalent Mobility governance forum.
• Proven EVP – Customer Operations ownership of at least US$3,800 million and leadership of no fewer than 800 employees in a comparable urban-mobility marketplace context.
• One completed Mobility or adjacent-sector example of customer operations fragmented across channels and markets with outcomes sustained for at least two reporting periods after the initial intervention.
• Sector credibility from mobility, logistics, automotive, travel technology or consumer platforms; experience that is purely functional and lacks EVP – Customer Operations-level urban-mobility marketplace consequences will not meet the bar.
• Willingness to meet the San Francisco location expectation, complete conflicts and background diligence, and protect the confidentiality of mandate 431.

Compensation and terms

The anticipated EVP – Customer Operations package is US$320,000–420,000 base + annual incentive, calibrated to the final urban-mobility marketplace scope and the candidate’s current mix. Any long-term participation for mandate 431 follows standard vesting and performance conditions. The EVP – Customer Operations appointment in San Francisco, centred on the urban-mobility marketplace, offers regular exposure to the board and its investment committee. A notice period of up to 6 months can be accommodated for the selected executive in mandate 431.

Confidentiality

The organisation will be identified only after reciprocal interest and a confidentiality undertaking for mandate 431. The market, scale and situation in this brief are intentionally composite and are not a coded description of a named enterprise for mandate 431.