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:

• Elevate its role from execution to strategic partner, clearly articulating its unique value and optimizing its global footprint


• Drive operational excellence at scale, strengthening performance management and continuous improvement to set the benchmark for quality, accuracy, and efficiency


• Build strong incubation capabilities, enabling faster and more effective launches of new support models (GenAI, manual evaluation, complex B2B support, Autonomous Vehicles)


• Develop a customer insights engine, turning frontline signals into actionable insights that shape CX and product decisions


• 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.

• Identifying structural gaps and inefficiencies in the current operating model


• Defining clear priorities and what needs to change


• Translating problems into concrete, sequenced execution plans


• 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

For New York, NY\-based roles: The base salary range for this role is USD$203,000 per year \- USD$225,500 per year. You will be eligible to participate in Uber's bonus program, and may be offered an equity award \& other types of comp. All full\-time employees are eligible to participate in a 401(k) plan. You will also be eligible for various benefits. More details can be found at the following link https://jobs.uber.com/en/benefits.

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