Sr. Manager, Global Field Operations Strategy and Planning

About the Role

Uber’s Global Field Operations organization plays a critical role in delivering high-quality, cost-efficient, and scalable support experiences for customers worldwide. The Global Field Ops Operational Excellence & Footprint Strategy Lead will be responsible for managing a team of ~6 employees and positioning Field Ops as a proactive, strategic partner to CommOps, CX, Finance, and Operations.

This role is designed for a strategic, high-judgment leader who thrives in ambiguity and operates with both analytical rigor and strong influence. You will continuously scan the Global Field Ops ecosystem to identify high-impact opportunities to improve quality, cost efficiency, productivity, and customer experience, and shape the long-term global customer support footprint strategy.

You will act as a strategic “connector” across teams – turning complex operational signals into clear insights, executive-ready narratives, and actionable roadmaps that drive leadership decisions and long-term value.

What You'll Do

Proactive Opportunity Identification & Insights

• Define and evolve a metrics and monitoring framework across Global Field Ops to track primary and secondary indicators of quality, cost, productivity, and customer experience.
• Proactively identify, size, and prioritize high-impact (“big bet”) opportunities and gaps across Global Field Ops.
• Lead deep-dive analyses to uncover efficiency gains, quality improvements, cost arbitrage opportunities, and CX enhancements at scale. Be exceptional at knowing the "so what" post analysis.
• Surface customer insights and continuous improvement ideas grounded in data and operational realities.

Executive Strategy & Decision Support

• Develop leadership-ready strategic narratives, insight briefs, and data-backed business cases to influence leadership decisions.
• Partner closely with Customer experience teams (CX), Finance, Planning, and Ops to evaluate quality, cost, experience, and risk trade-offs.
• Influence senior leaders and cross-functional stakeholders without direct authority, using structured thinking, credibility, and storytelling.

Global Footprint Strategy

• Own the Global Field Ops footprint strategy across COEs and GLs, including a multi-year roadmap aligned to operational and financial objectives.
• Evaluate geo-agnostic opportunities across our COE locations, incorporating business continuity and risk considerations.
• Build scenario analyses and trade-off assessments to support leadership decisions on footprint investments and changes.
• Partner with Planning and Finance on cost modeling and investment implications.

Execution Enablement & Team Leadership

• Lead and develop a small, high-leverage team, setting clear priorities, standards, and ways of working.
• Ensure clear handoffs of approved initiatives to Strategic PMO for execution, with well-defined scope, success metrics, and context.
• Act as a thought partner across Global Field Ops, raising the bar on strategic rigor and operational excellence.

Basic Qualifications

• 9+ years of experience in strategy, operations, operational excellence, consulting, or related fields.
• Bachelor’s degree in Business, Economics, Finance, Engineering, or a related field.

Preferred Qualifications

• Strong analytical and strategic thinking skills, with the ability to balance cost, quality, risk, and customer experience.
• Highly proficient at Google Sheets and SQL
• Proven ability to influence senior leaders and cross-functional stakeholders without direct authority.
• High degree of discretion and comfort operating in ambiguous, fast-moving environments.
• Experience working with global or regional operating models, support operations, or CX organizations.
• Strong financial acumen, including experience building business cases, ROI models, and scenario analyses.
• Experience with footprint strategy, network design, or location strategy (preferred but not required).
• Exceptional communication and executive storytelling skills.
• People management experience, with a track record of developing high-performing teams.
• MBA or advanced degree in a related field.

For Chicago, IL-based roles: The base salary range for this role is USD$183,000 per year - USD$203,000 per year.

For New York, NY-based roles: The base salary range for this role is USD$203,000 per year - USD$225,500 per year.

For San Francisco, CA-based roles: The base salary range for this role is USD$203,000 per year - USD$225,500 per year.

For all US locations, 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.

Uber's mission is to reimagine the way the world moves for the better. Here, bold ideas create real-world impact, challenges drive growth, and speed fuels progress. What moves us, moves the world - let's move it forward, together.

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.

Offices continue to be central to collaboration and Uber's cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role.