Sr. Manager, Global Field Operations Strategy and Planning

Sr. Manager, Global Field Operations Strategy and Planning Department: Community Operations Team: Strategy & Program Operations Location: Chicago, United States Type: Full-Time **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-of