Senior Strategy & Transformational Lead, Field Ops

About the Team

Field Operations (FieldOps) is Uber’s global in-house customer operations organization, with ~7,000 agents across 12 Centers of Excellence and 100+ driver onboarding centers (Greenlight Hubs). We support all business lines and propositions (Mobility verticals like Rides, High-Capacity Vehicles, Delivery verticals like Online-Food Delivery, Grocery, and specific propositions like Uber for Business) across a wide range of workflows, including safety, risk, onboarding, escalations, and emerging areas such as autonomous vehicles and AI evaluation. FieldOps is undergoing a structural transformation to:

1. Elevate its role from execution to strategic partner, clearly articulating its unique value and optimizing its global footprint
2. Drive operational excellence at scale, strengthening performance management and continuous improvement to set the benchmark for quality, accuracy, and efficiency
3. Build strong incubation capabilities, enabling faster and more effective launches of new support models (GenAI, manual evaluation, complex B2B support, Autonomous Vehicles)
4. Develop a customer insights engine, turning frontline signals into actionable insights that shape CX and product decisions
5. Accelerate tech transformation, scaling agent-facing technologies, improving technical proficiency, and enhancing the overall agent experience

About the role:

This role is the strategy and transformation partner to a FieldOps Lead (L7) who owns end-to-end operational delivery and stakeholder relationships on their function. While you will not run day-to-day operations, you will lead the transformation of how the function operates—diagnosing where the current model breaks, defining what needs to change, and driving those changes through to execution across teams, partners, and stakeholders.

1. Identifying structural gaps and inefficiencies in the current operating model
2. Defining clear priorities and what needs to change
3. Translating problems into concrete, sequenced execution plans
4. Driving delivery and alignment across global teams and cross-functional partners

You will operate in a high-ambiguity, high-impact environment, working closely with senior leaders across Operations, Product, and Tech to turn strategy into measurable outcomes.

What You'll Do:

• Identify, Structure, and Solve High-Impact Problems 
• Diagnose the most critical inefficiencies across cost, quality, and operating model (e.g., COE vs BPO, cost, support process flow, and footprint)
• Identify root causes behind challenges, such as the quality of support and tech adoption, such as automation or AI
• Translate complex problems into clear hypotheses, priorities, and solution paths
• Design scalable, structural solutions and drive improvements in how the function operates (roles, governance, decision-making)
• Translate Strategy into Execution 
• Translate strategic priorities coming from FieldOps — and from stakeholders (CX teams, Ops teams, etc.) — into clear execution plans 
• Convert ambiguous priorities into structured roadmaps, sequencing, and trade-offs - Drive alignment across regions and functions 
• Ensure initiatives move from idea to implementation
• Drive Tech and AI Adoption in Operations 
• Identify, prioritize, and quantify the highest-impact automation and GenAI opportunities to drive measurable improvements in quality, speed operations, and cost
• Partner with Product and Engineering to prioritize solutions 
• Own end-to-end rollout of tech from pilot to full-scale operations adoption
• Ensure the tech readiness of the process and people
• Create strong governance and continuous monitoring to ensure tools and AI systems meet high standards of accuracy and quality
• Develop the Customer Insights Flywheel 
• Turn frontline operational signals into structured, high-quality insights 
• Identify recurring pain points, root causes, and systemic issues 
• Connect insights to business impact (cost, growth, risk, customer experience) 
• Ensure insights are effectively surfaced to CX, Product, and leadership teams 
• Build a repeatable model from observation to insight to action to impact

What Success Looks Like

• Measurable productivity and quality improvements across key workflows 
• Scaled adoption of automation and GenAI 
• Stronger ability to generate and act on customer insights 
• Better alignment between COEs, BPOs, and stakeholders 
• Stronger positioning of FieldOps as a strategic partner

Basic Qualifications:

• 10+ years of experience in consulting, operations, or program leadership in a global tech environment 
• Proven track record solving complex, cross-functional problems 
• Experience driving large-scale transformation initiatives 
• Strong analytical skills and ability to translate data into decisions
• Ability to influence senior stakeholders without direct authority

Preferred Qualifications:

• Experience in customer operations, marketplaces, or contact centers 
• Exposure to automation or AI in operational environments
• Experience working in highly matrixed organizations 
• Strong problem structuring and communication skills

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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.