Senior Strategy & Transformational Lead, Field Ops

Senior Strategy & Transformational Lead, Field Ops Uber

• 3.4 Chicago, IL Job Details Full-time $162,000
• $225,500 a year 9 hours ago Benefits 401(k) Qualifications IT transformation Large-scale organizational change management Data interpretation Project stakeholder communication Cross-functional communication Stakeholder management Full Job Description 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. 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 Will 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 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 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.