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., 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.