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Uber Logo Uber · IT - Administration

Sr. Manager, Global Field Operations Strategy and Planning

United States, New York 183000.00 - 225500.00 USD / Year · Job Posted March 19, 2026
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Job Description

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.

Job Responsibility

  • Proactive Opportunity Identification & Insights: Define and evolve a metrics and monitoring framework across Global Field Ops
  • Proactively identify, size, and prioritize high-impact opportunities and gaps
  • Lead deep-dive analyses to uncover efficiency gains, quality improvements, cost arbitrage opportunities, and CX enhancements
  • Surface customer insights and continuous improvement ideas
  • Executive Strategy & Decision Support: Develop leadership-ready strategic narratives, insight briefs, and data-backed business cases
  • Partner closely with Customer experience teams (CX), Finance, Planning, and Ops to evaluate trade-offs
  • Influence senior leaders and cross-functional stakeholders
  • Global Footprint Strategy: Own the Global Field Ops footprint strategy across COEs and GLs, including a multi-year roadmap
  • Evaluate geo-agnostic opportunities across our COE locations
  • Build scenario analyses and trade-off assessments
  • Partner with Planning and Finance on cost modeling and investment implications
  • Execution Enablement & Team Leadership: Lead and develop a small, high-leverage team
  • Ensure clear handoffs of approved initiatives to Strategic PMO for execution
  • Act as a thought partner across Global Field Ops

Requirements

  • 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
  • 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
  • Exceptional communication and executive storytelling skills
  • People management experience, with a track record of developing high-performing teams

Nice to have

  • Experience with footprint strategy, network design, or location strategy
  • MBA or advanced degree in a related field

What we offer

  • Eligible to participate in Uber's bonus program
  • May be offered an equity award & other types of comp
  • All full-time employees are eligible to participate in a 401(k) plan
  • Eligible for various benefits (see link https://jobs.uber.com/en/benefits)
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