Senior Strategy & Transformational Lead, Field Ops

About the Role

This role is the strategy and transformation partner to a FieldOps Lead Director who owns end-to-end operational delivery and stakeholder relationships for Delivery and B2B. 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 Will Do

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

Basic Qualifications

1. 10+ years of experience in consulting, operations, or program leadership in a global tech environment
2. Proven track record solving complex, cross-functional problems
3. Experience driving large-scale transformation initiatives
4. Strong analytical skills and ability to translate data into decisions
5. Ability to influence senior stakeholders without direct authority

Preferred Qualifications

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

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 Phoenix, AZ-based roles: The base salary range for this role is USD$162,000 per year - USD$180,000 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.