GFX Operations Manager

About the role and team 

The Global Fix Experience (GFX) team operates at the intersection of Customer Experience, Product, and Engineering, helping Uber identify and respond to customer-facing product issues and major outages at global scale.

GFX is an AI-first organization. We use AI and automation to detect, triage, correlate, and prioritize signals from customer and support interactions, allowing our specialists to focus on issues where human judgment creates the greatest value. Our Tech Investigation teams combine customer-impact understanding, product knowledge, analytical thinking, and AI-assisted investigation to determine whether signals represent product defects, expected behavior, product gaps, or support issues, and translate validated findings into actionable insights for Product and Engineering.
GFX also plays a critical role during major outages, enabling Support’s operational response in close coordination with Engineering, Product, and other partners. The team connects technical and customer impact, ensures the right stakeholders are engaged, and supports timely mitigation, communication, and customer-impact response.
Beyond individual issues, GFX uses insights and patterns from investigations to prevent repeat problems, strengthen support readiness, improve AI-enabled detection and investigation, and influence Product and Engineering improvements.
 

Global Fix Experience (GFX) is looking for an EMEA Operations Manager to lead and transform our regional operations as we move to an AI-first operating model.
As the EMEA Operations Manager, you will lead EMEA GFX Operations, owning  the performance and evolution of Krakow based operations - developing teams, improving quality and efficiency, accelerating AI adoption, and ensuring insights from customer-facing issues translate into systemic improvements.
You will also lead Support's EMEA operational response during major outages, coordinating closely with Engineering, Product and global partners to understand customer impact and drive timely operational response.
 

What you’ll do 

Lead EMEA GFX Operations 
-Own operational performance, quality, capacity, and execution across the EMEA time zone, leading and developing teams responsible for investigating customer-facing product issues and translating validated signals into actionable Engineering and Product insights.
-Execute the product support strategy for Uber core products in particular for Merchant, Consumers, Earner personas, aligned with global product roadmaps and Global Fix Experience goals.
-Drive improved performance of support KPIs and tech support efficiency (signal quality, time to response, validity, time to resolve)
-Ensure readiness of GFX support teams  for new features, launches, and updates;
Identify risks, gaps, and pain points across the support flow and partner with Product and Engineering to address systemic root causes and reduce recurring defects.

Transform Operations through AI
-Lead adoption and operational performance of the AI-first operating model across your team.
-Partner with GFX AI/Support Technology teams to improve automation, AI-assisted investigation, signal quality and human+AI workflows. 
-Analyze and redesign operational workflows to maximize the value of AI-assisted investigation, ensuring specialists receive well-prepared signals and can focus on deeper analysis, judgment, and actionable Product/Engineering outcomes.
-Establish strong operational feedback loops to continuously improve AI performance, reduce preventable escalations, and ensure specialists receive the context and evidence needed for effective investigation.
-Define and track AI performance and quality metrics, comparing AI-assisted and human outcomes to determine where automation can safely scale and where human judgment remains critical.

Lead EMEA Outage Management
-Lead, develop and coach the team of EMEA Outage Coordinators responsible for orchestrating the Customer Support and customer-facing operational response during outages.
1. Partner closely with Engineering and Product during incidents, providing customer-impact signals and operational insights to inform resolution teams, while ensuring Support Org remains aligned with the latest incident status.
2. Translate technical incident developments into clear, actionable direction for Customer Support teams, ensuring agents and operations are prepared to respond effectively as the incident evolves.
-Lead Support's EMEA response during major outages, coordinating customer-impact assessment, support guidance and talking points, customer communications and remediation actions with regional and global partners.
-Coordinate with GFX Crisis Coordinators across APAC and US&C to provide consistent global Support coverage and effective regional handoffs.
-Drive post-incident improvements from the customer and Support perspective, ensuring lessons learned strengthen readiness, communication, remediation, and future customer experience.
 

Basic Qualifications 

• 5+ years of experience in Operations, Product Operations, CX Operations, Technical/Product Support or similar, including leading teams.
• Strong operational leadership, with ownership of performance, quality, capacity, organizational design, and business outcomes.
• Proven track record of designing and scaling support strategies and processes that improve quality, efficiency and customer experience.
• Demonstrated experience transforming operations through AI, automation, data or technology to redesign operations and drive measurable improvements
• Strong customer and business judgment, connecting operational and product issues to customer impact and business priorities.
• Experience partnering with Product or Engineering to translate customer and operational signals into actionable insights and systemic improvements.
• Strong written and verbal communication, with the ability to simplify complex issues, influence cross-functional partners, and engage senior leaders.
• Ability to lead effectively through ambiguity and high-pressure situations, making sound decisions and coordinating multiple stakeholders.
• Analytical and systems-thinking mindset; confident using data to influence action and measure impact.
   

Preferred Qualifications 

• Product-support or technology operations experience
• EMEA multi-market operational experience
• Experience in high-scale consumer technology, marketplace, or digital platform businesses.
• Familiarity with technical support and issue-management workflows and tools, such as Jira.
• Major incident/outage/crisis-management experience, ITIL certification is a plus.