10 Uber customer service leaders
Kim Nelson, Head of Global Support Operations at Uber, heads this list of Uber customer service leaders, alongside people who hold Global Head of CX Operations - Delivery, Global Director, Customer Experience and Head of CX, US&C roles at the company. A reader can learn how customer service leaders work at Uber from people who have held the role.
Professionals to explore
Andrew McIllmurray
LinkedInExperience: Global Head of Support Operations Strategy and Governance · Uber
Andrew McIllmurray has been Global Head of Support Operations Strategy and Governance at Uber since September 2022, based in the Detroit area, and describes a team responsible for the strategy and governance of Uber's global BPO partner network. Andrew McIllmurray was Global Leader, Global Support Operations at Uber from 2020 to 2022 and Vice President, Client Relationship Management at TELUS Digital from 2019 to 2020.
Chris Hartman
LinkedInExperience: Head of CX, US&C · Uber
Chris Hartman has been Head of CX, US&C at Uber since July 2026, based in Los Angeles, and describes leading customer experience strategy across Uber's Delivery business in the U.S. and Canada, spanning customer, courier and merchant experiences. At Uber, Chris Hartman was also Head of Courier CX, US&C from 2025 to 2026 and Courier Operations Lead from 2024 to 2025.
Edgar Pastrana
LinkedInExperience: Global Director, Customer Experience · Uber
Edgar Pastrana has been Global Director, Customer Experience at Uber since July 2026, a role the profile says covers Uber for Business, Uber Shuttle, P2P Courier and Fleets, and held the same title there from 2022 to 2026, based in New York City. Edgar Pastrana was Global Head of Customer Experience, Uber for Business at Uber from 2020 to 2022 and Senior Director, Transformation at Marriott International from 2018 to 2020.
Erica Steinberg Lock
LinkedInExperience: Head of Delivery Customer Experience, US and Canada · Uber
Erica Steinberg Lock has been Head of Delivery Customer Experience, US and Canada at Uber since December 2018, based in Washington, D.C., and describes owning end-to-end CX and support operations for the Uber Eats marketplace. At Uber, Erica Steinberg Lock was also Senior Central Operations Manager from 2016 to 2018 and Marketing Manager from 2015 to 2016.
Kim Nelson
LinkedInExperience: Head of Global Support Operations · Uber
Kim Nelson has been Head of Global Support Operations at Uber since October 2022, based in the Atlanta area, and describes a background helping large businesses with customer experience and operational challenges in customer care, sales and retention organizations. Kim Nelson was WW Support Leader, Delivery Partner Management at Microsoft from 2019 to 2022 and Executive Director, Tech Ops Partner Strategy and Management at Comcast from 2018 to 2019.
Mariano Fiscella
LinkedInExperience: Global Head of CX Operations - Delivery · Uber
Mariano Fiscella has been Global Head of CX Operations - Delivery at Uber since November 2025 and was Head of Customer Operations US & Canada there from 2023 to 2025, based in San Francisco. Mariano Fiscella was CEO Walmart Supercenter and Walmart Express at Walmart de México y Centroamérica from 2021 to 2023 and COO Chief Operations Officer Sam's Club there from 2019 to 2021.
Ned Collins
LinkedInExperience: Global Head of Regional CX Operations for Delivery · Uber
Ned Collins has been Global Head of Regional CX Operations for Delivery at Uber since July 2026 and was Global Head of Central CX Operations for Delivery from 2025 to 2026, based in the Nashville area. At Uber, Ned Collins was also Director, Strategy and Planning for U.S. & Canada Community Operations from 2021 to 2025 and Director, Postmates Customer Experience in 2021.
Roxy Javadi
LinkedInExperience: Head of US&C Eater & Courier Customer Experience, Uber Eats · Uber
Roxy Javadi has been Head of US&C Eater & Courier Customer Experience, Uber Eats at Uber since June 2021, based in the New York City area, and describes leading customer experience strategy and operations for Uber Eats. At Uber, Roxy Javadi was also Program Leader, Global Content from 2020 to 2021 and Program Manager, US&C Uber Eats from 2014 to 2020.
Sean Killeen
LinkedInExperience: Global Head of Delivery Consumer CX · Uber
Sean Killeen has been Global Head of Delivery Consumer CX at Uber since September 2026 and has also held the Director, Head of Global Grocery & Retail Customer Experience role there since September 2024, based in Boston. At Uber, Sean Killeen was Director, Head of US & Canada Mobility Community Operations from 2020 to 2024 and Sr Program Leader, Head of US & Canada Mobility Community Operations from 2018 to 2020.
Tomasz Krawczyk
LinkedInExperience: Senior Director, Head of Global Community Operations Programs, Innovation and Customer Advocacy · Uber
Tomasz Krawczyk has been Senior Director, Head of Global Community Operations Programs, Innovation and Customer Advocacy at Uber since June 2023, based in San Francisco. At Uber, Tomasz Krawczyk was also Senior Director, Head of US & Canada Community Operations from 2019 to 2023, Director, Head of US & Canada Community Operations from 2018 to 2019 and Head of US & Canada Customer Service Experience from 2017 to 2018.
Choose the right perspective
Match the person's area, such as global support operations, delivery or mobility customer experience, or a specific region, to the decision you face. Check each person's dates and current title, since the timing of a role shapes what the person can speak to.
Questions to take into the conversation
- 01What did you focus on first when you took on your customer experience role at Uber?
- 02How do you decide which customer issues need a person and which can be solved through self-service?
- 03What has your own work taught you about serving several sides of a marketplace at once?
Reaching Uber customer service leaders
How can I contact one of these Uber customer service leaders?
Pick one of the 10 people on this page and choose "Book a paid call", or describe your project to find others. You offer a fee for a 15-minute call or a written answer, Instant Expert finds the person's work email and sends the invitation, and they decide whether to accept. The list covers 1 company: Uber, based on profile data retrieved on October 26, 2026. Being listed here doesn't mean someone has agreed to take calls.
How much does it cost to reach Uber customer service leaders?
You choose the offer, starting at $5 per person. The offer is what the person receives, and Instant Expert's fee is added on top, so a $100 offer costs you $125. The fee is 20% of what you pay. You're charged only when the person books the call or sends the answer.
What if they don't reply?
You pay nothing. Instant Expert sends follow-up reminders, and if the person hasn't booked or answered within 7 days, the request expires and any hold on your card is released. You can invite several of the 10 people on this list at once and cap your total spend, so you pay only for the ones who accept.
Can an AI agent ask one of these Uber customer service leaders a question?
Yes. An agent with a USDC wallet on Base can ask one question without an Instant Expert account. It names the person, for example by the LinkedIn URL on this page, and pays per ask over x402 (HTTP 402). The person answers in writing or by voice note, and if nobody answers within 7 days, the payment goes back to the wallet automatically. Claude and ChatGPT can do the same through the Instant Expert connector: setup is at /docs/mcp for Claude and /docs/chatgpt for ChatGPT. x402 docs
About this directory
This is a professional research starting point based on business profile data retrieved on . Titles and companies reflect that source snapshot; roles marked former had ended by then. Check the linked profiles for current details. Inclusion does not imply Instant Expert membership or availability.