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
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
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