Director, Field Operations, Global Digital Experience & Platform Integrity

About the Role

Global Field Operations is a team within Uber's Community Operations (CommOps) that manages teams at our Centers of Excellence across the world. These teams support global programs through insight generation, incubation of new work, and brand-critical and technical audit capabilities, helping evolve how Uber delivers support at scale.

We are seeking a senior leader to drive Global Digital Experience (GDX) and select Platform Integrity (PI) teams:

- GDX focuses on improving digital support experiences, including workflows, automation, programmatic operations, and manual evaluations of our tech.
- PI teams that focus on support workflows related to Risk, Payments, Identity, Incubations, and Review Center/Deactivation Appeals

This is a global role responsible for using customer and frontline insights to improve support workflows, tools, and experiences at scale, driving consistency, efficiency, and quality across both digital and agent-supported support. This role plays a critical part in improving the experience for both customers and the teams supporting them, ensuring high-quality, efficient, and scalable support across Uber's global platform.

This leader will oversee globally distributed teams performing programmatic work, manual evaluation, and operational support, and will play a key role in improving the scalability and performance of these functions.

What You'll Do

Lead global operations across GDX and select PI workflows, as noted above, ensuring high-quality and consistent support experiences across regions and lines of business

Manage and develop globally distributed teams, driving performance, quality, and continuous improvement

Use customer and frontline insights to identify pain points and drive improvements in support workflows, tools, and experiences

Optimize end-to-end workflows, reducing friction, improving resolution times, and increasing consistency across digital and agent-supported channels

Partner with Platform Integrity, Product, Engineering, Digital Experience, and other stakeholders to improve tools, workflows, and automation based on operational needs

Support the development and refinement of automated workflows and decision logic, incorporating feedback from frontline teams and performance data

Establish and manage key performance metrics, including operational efficiency, cost, resolution time, customer satisfaction, compliance, and employee experience

Champion the Voice of the Customer, surfacing insights from support interactions to inform broader improvements

Drive cross-functional alignment across global and regional stakeholders to ensure consistent execution and prioritization

Ensure workflows and processes are scalable globally, while accounting for regional and regulatory differences

What You'll Need

Basic Qualifications

15+ years of experience across operations, customer support, or program management, with a track record of delivering results in large-scale environments

Experience leading large, complex, and distributed teams

Demonstrated ability to drive operational performance and improvements using data and metrics

Experience working cross-functionally with stakeholders across regions or functions

Bachelor's degree or equivalent practical experience

Preferred Qualifications

Experience translating customer and frontline insights into workflow, process, or tooling improvements

Experience improving end-to-end processes or support workflows at scale

Experience working cross-functionally with Product, Engineering, or technical teams to improve systems and tools

Familiarity with automation, AI-enabled workflows, or digital support tools in an operational environment

Experience operating in global or multi-region environments, navigating regional and regulatory differences

Demonstrated customer-centric mindset with a focus on improving service quality and reducing friction

Leadership & Personal Characteristics

Strong operator focused on execution, quality, and continuous improvement

Ability to navigate complex, ambiguous environments and make sound decisions

Clear communicator with the ability to influence across teams and levels

Data-driven and structured in problem-solving

Demonstrates sound judgment, integrity, and accountability

Committed to building and developing high-performing teams

Uber's mission is to reimagine the way the world moves for the better. Here, bold ideas create real-world impact, challenges drive growth, and speed fuelds progress. What moves us, moves the world - let's move it forward, together.

Offices continue to be central to collaboration and Uber's cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role.

*Accommodations may be available based on religious and/or medical conditions, or as required by applicable law. To request an accommodation, please reach out to accommodations@uber.com.