Job DescriptionAbout the RoleAs the Head of Strategy and Programs, you will be a senior leader responsible for defining the overarching strategy and future-state vision for the entire Field Ops organization.
In this highly visible role, you will design and run the business reviews and operating rhythm that keep the function aligned and moving forward. Beyond strategy formulation, you will be a core operational leader, heading the charter on field engagement and agent capability building across our massive global network. Crucially, you will also lead agent operations for the entire Customer Support Team (CST) population. You are an experienced leader who can seamlessly pivot between 10,000-foot strategic visioning and ground-level operational execution across a globally distributed footprint.
What You'll Do- Strategy & Vision Leadership: Lead the formulation, definition, and execution of the overarching strategy and long-term vision for Field Ops globally.
- Operating Rhythm & Governance: Design and run the global business review cadence, ensuring strict accountability and a healthy operating rhythm across the function.
- Agent Operations: Oversee and lead end-to-end agent operations for the entire CST (Customer Support Team) population.
- Field Engagement & Capability: Champion and lead the global charter on field engagement, driving large-scale agent capability and skill-building programs across the network.
- Executive Alignment: Partner closely with internal senior executives and regional leaders to align Field Ops strategy with Uber's broader global business priorities.
Basic Qualifications and Experience- Bachelor's or Postgraduate degree.
- 8 to 12 years of professional experience.
- Proven track record of running functional operating rhythms and translating high-level corporate strategy into localized execution.
- 3-5 years of people leadership experience
Preferred Experience- Prior experience in management consulting combined with at least 5 to 7 years in a direct operating role within a globally distributed organization.
- Deep operational expertise managing large-scale customer support networks, field operations, or global agent ecosystems.
- Proven track record of running functional operating rhythms and translating high-level corporate strategy into localized execution.
ResponsibilitiesFor 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 City, NY-based roles: The base salary range for this role is USD $203,000 per year - USD $225,000 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.
Offices remain key to collaboration and Uber's culture. Unless approved for full remote work, employees must spend at least 50% of their time in-office. Some roles, like those at greenlight hubs, require full-time in-office presence. Ask your Recruiter for details about this role's requirements.
