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Head of Field Operations, Greenlight - US & Canada

Community Operations
in San Francisco, California

About the Role

Uber has found a strong product-market fit with its world-changing service, but we're still innovating quickly and defining new business opportunities throughout the organization. We're seeking a Head of Operations for our United States and Canada Regional Greenlight organization, to manage a network of in-person support centers (Greenlights) to our drivers.

Uber's Greenlight locations consist of in-person support facilities that help new partners get on the road for the first time, build engagement with the platform over time, and serve as a logistics hub for the city.

The Head of Operations, US&C Regional Greenlight, oversees and maximizes the performance of all Greenlights in the region. To accomplish this, you'll lead a large organization of driver-facing employees and their managers to provide best-in-class service to empower drivers. You'll implement standard operating procedures for onboarding and engagement of partners, and you'll lead the team to innovate tomorrow's new best practices. You'll be accountable for all aspects of Greenlight operations in the US&C.

Your leadership will instill inspiration and confidence throughout Greenlight, bringing people together as a single team focused on building competitive advantage by growing and strengthening our driver network.

You'll also keep in close touch with a wide array of stakeholders locally and globally to communicate business objectives and align priorities, making sure everyone is moving in the right direction.

What you'll do

  • Provide leadership, management, and vision for the US&C Greenlight organization, consisting of >800 employees
  • Optimize our in person Greenlight operations based on needs for growth and engagement of our driver-partners
  • Collect and report on performance data, with a particular emphasis on trend identification and actionable insights
  • Coach and develop direct reports and indirect reports
  • Working with City Teams, Regional Teams, Facilities, Strategy and Planning, and any other stakeholders to anticipate any new trend in the business and the possible impact on our Greenlight operations
  • Maintain consistency of operational efficiency and partner experience at every Greenlight location in US&C
  • Develop, set, and obtain all operational aspects of the business, including core KPIs and an 8-figure operating budget
  • Ensure that Greenlight is a great place to work!

What you'll need

  • Undergraduate degree required.
  • At least 10 years of experience in an operational capacity, preferably in general or operations management, with a focus on customer centricity.
  • At least 5 years of experience managing a large multi-levelled team, with multiple direct reports.
  • Strong people management. You are ready to hire, train, motivate, and performance manage a direct team of Senior Greenlight Managers in their respective regions, with the majority of your reporting relationships being remote. You're familiar with the processes and tools used to create professional development plans, operational scorecards, performance calibrations, and 1v1 coaching.
  • Clear and concise communication. As a visible organizational leader, you will need to engage a variety of stakeholders at multiple levels of the organization. You should be comfortable executing collaborative projects between Greenlight and other internal organizations, as well as delivering visionary presentations to hundreds of employees.
  • Demonstrated data-driven decision-making skills. You have the ability to synthesize information and create actionable insights. You think critically about processes and tools that are used in Greenlight, and create prioritized forward-thinking action plans.
  • Comfort with ambiguity and change. You're a self-starter and you thrive in an environment where all the information is not necessarily always available.
  • Literate in excel, powerpoint, and other project management tools.

Bonus points if

  • You have experience in retail, or designing processes for customer service organizations
  • You have experience managing teams across multiple locations

About the Team

At Uber, we ignite opportunity by setting the world in motion. We take on big problems to help drivers, riders, delivery partners, and eaters get moving in more than 600 cities around the world.

We welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently. If you have the curiosity, passion, and collaborative spirit, work with us, and let's move the world forward together.

Uber's driver-partners are our most important customers and we're building a premier customer service experience for them. Our in person driver-partner support locations (Greenlight Hubs) help new partners get on the road for the first time, build engagement with the platform over time, and provide a home base for the driver community.

At Uber, we ignite opportunity by setting the world in motion. We take on big problems to help drivers, riders, delivery partners, and eaters get moving in more than 600 cities around the world.

We welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently. If you have the curiosity, passion, and collaborative spirit, work with us, and let's move the world forward, together.