Director Field Operations - Delivery & U4B, High Risk Escalations

About Uber

Uber is a technology company that is changing the way the world thinks about transportation. We are building technology people use every day. Whether it's heading home from work, getting a meal delivered from a favourite restaurant, or a way to earn extra income, Uber is becoming part of the fabric of daily life.

We're making cities safer, smarter, and more connected. And we're doing it at a global scale — energizing local economies and bringing opportunity to millions of people around the world.

Uber's positive impact is tangible in the communities we operate in, and that drives us to keep moving forward.

About the Role

Customer Advocacy and Solutions (CAS) is pioneering how Uber interacts with customers around the globe. The Customer Advocacy and Solutions team's vision is to earn customer trust through effortless experiences, proactive advocacy and relentless innovation.  The Field Operations (FieldOps) organization is the arm of CAS that runs Uber's in-house frontline operations organization across 13 Centers of Excellence and 50+ onboarding centers globally.

FieldOps supports all Uber businesses — including Mobility, Delivery and Autonomous Vehicles — across customer support, Trust & Safety, onboarding, compliance, B2B support, payments and risk operations. FieldOps vision is to become a tech-first, high-impact, customer-centric organization that powers the business through insight generation, incubation, and best-in-class operational standards.

We are seeking a senior leader responsible for our Delivery, Uber for Business (U4B), and High Risk Escalations activities worldwide.

• Delivery and U4B teams focus on B2B support and engagement with our merchant partners and Uber for Business clients.
• High Risk Escalations teams focus on executive escalations and social media.

This leader will directly oversee large frontline teams supporting Delivery, Uber for Business (U4B), and High Risk Escalations globally. In addition, they will provide regional leadership for APAC-based operations, ensuring alignment, operational consistency, and effective collaboration across all teams based in the region.

FieldOps is undergoing a large-scale transformation to become an AI-first, high-impact organization that does more than resolve individual customer issues. Teams use customer and frontline insights to identify and address root causes, improve products and processes, and continuously raise the bar for the end-to-end support experience.

This leader will play a critical role in that transformation by evolving support from a reactive, volume-driven model into a strategic, tech-enabled function that drives customer insights, influences product and customer experience, and enables scalable growth. They will own the end-to-end workflows and continuous improvement roadmap for Delivery, Uber for Business, and High Risk Escalations. They will drive automation and the adoption of AI across these workflows, identifying opportunities to simplify operations, improve decision-making, increase productivity, and deliver more consistent, high-quality experiences at scale.

Success will require close partnership with Customer Experience, program teams, and technology teams focused on agent platforms, automation, and AI.

The role is both strategic and operational, focused on shaping the next generation of support through customer insight, root-cause resolution, technology, automation, and scalable execution. The ideal candidate is passionate about delivering exceptional experiences for customers and employees, brings strong operational rigor, and has the influence and thought leadership to drive meaningful change across the business.

What You’ll Do

• Set the Vision: Define and drive the multi-year strategy for the Delivery, U4B, and High Risk Escalations organization, aligned with the broader FieldOps transformation toward a tech-first, high-impact operating model.
• Lead Operations at Global Scale: Oversee globally distributed operations across multiple centers, ensuring consistent service quality, operational excellence, business continuity, and cost efficiency across multiple lines of business and support models.
• Build the Future Operating Model: Design and evolve a robust, scalable, and adaptable operating model capable of supporting different operational requirements across B2B support, merchant operations, executive escalations, and social media.
• Transform Operations Through a Tech-First Approach: Drive workflow redesign, automation, GenAI adoption, and operational simplification to improve productivity, quality, and customer experience while enabling faster and smarter support operations.
• Develop Future Leaders and Culture: Build and mentor high-performing leadership teams, strengthening accountability, strategic thinking, operational rigor, and continuous improvement across the organization.
• Partner and Influence Across the Business: Collaborate closely with Product, Engineering, Program, Operations, and other cross-functional teams to address root causes, improve tools and workflows, and ensure customer and frontline insights shape business decisions and product evolution.
• Champion the Voice of the Customer: Establish strong mechanisms to surface and operationalize customer, merchant, business-client, and frontline insights, helping FieldOps become a strategic partner to the broader organization.
• Measure What Matters: Define and manage the key operational and business KPIs that matter most — including quality, efficiency, customer satisfaction, employee engagement, productivity, and compliance — using data to drive accountability and decision-making.

What You Need

• Proven Global Leadership: 15+ years of experience leading large-scale, multi-region operations with measurable results in customer experience, efficiency, and organizational transformation.
• B2B Support Operations: Proven experience leading and scaling B2B support operations, serving business customers and partners through complex, high-volume service environments.
• Operational Excellence: Expertise in building and scaling global service networks with a data-driven, continuous improvement mindset.
• Strategic Agility: Ability to translate vision into action, balancing long-term innovation — including AI, automation, and digital workflows — with near-term operational realities.
• Cross-Functional Influence: Strong track record of driving alignment and collaboration across Product, Engineering, Operations, and business teams in complex, matrixed environments.
• Product-Minded Operator: Ability to identify operational pain points, frame clear problem statements for Product and Engineering teams, and drive automation and product-led improvements.
• People Leadership: Deep experience developing senior leaders and high-performing teams that thrive through change and deliver outsized impact.
• Customer and Service Mindset: A passion for delivering exceptional customer experiences and elevating service as a competitive advantage.
• Tech Fluency: Strong understanding of AI, automation, digital workflows, and operational technologies, with the ability to translate emerging technology capabilities into scalable operational improvements and business impact.
• Change Leadership: Proven ability to lead large-scale organizational and cultural transformation, driving adoption, alignment, and execution in complex, fast-changing environments.