Senior Strategy & Transformational Lead,Field Ops Job Chicago area,Illinois USA,IT/Tech

About the Role

This role is the strategy and transformation partner to a Field Ops Lead Director who owns end-to-end operational delivery and stakeholder relationships for Delivery and B2B. While you will not run day-to-day operations, you will lead the transformation of how the function operates-diagnosing where the current model breaks, defining what needs to change, and driving those changes through to execution across teams, partners, and stakeholders.

Identifying structural gaps and inefficiencies in the current operating model

Defining clear priorities and what needs to change

Translating problems into concrete, sequenced execution plans

Driving delivery and alignment across global teams and cross-functional partners

You will operate in a high-ambiguity, high-impact environment, working closely with senior leaders across Operations, Product, and Tech to turn strategy into measurable outcomes.

What You Will Do

Identify, Structure, and Solve High-Impact Problems

Diagnose the most critical inefficiencies across cost, quality, and operating model (e.g., COE vs BPO, cost, support process flow, and footprint)

Identify root causes behind challenges, such as the quality of support and tech adoption, such as automation or AI

Translate complex problems into clear hypotheses, priorities, and solution paths

Design scalable, structural solutions and drive improvements in how the function operates (roles, governance, decision-making)

Translate Strategy into Execution

Translate strategic priorities coming from Field Ops - and from stakeholders (CX teams, Ops teams, etc.) - into clear execution plans

Convert ambiguous priorities into structured roadmaps, sequencing, and trade-offs - Drive alignment across regions and functions

Ensure initiatives move from idea to implementation

Drive Tech and AI Adoption in Operations

Identify, prioritize, and quantify the highest-impact automation and GenAI opportunities to drive measurable improvements in quality, speed operations, and cost

Partner with Product and Engineering to prioritize solutions

Own end-to-end rollout of tech from pilot to full-scale operations adoption

Ensure the tech readiness of the process and people

Create strong governance and continuous monitoring to ensure tools and AI systems meet high standards of accuracy and quality

Develop the Customer Insights Flywheel

Turn frontline operational signals into structured, high-quality insights

Identify recurring pain points, root causes, and systemic issues

Connect insights to business impact (cost, growth, risk, customer experience)

Ensure insights are effectively surfaced to CX, Product, and leadership teams

Build a repeatable model from observation to insight to action to impact

Basic Qualifications

10+ years of experience in consulting, operations, or program leadership in a global tech environment

Proven track record solving complex, cross-functional problems

Experience driving large-scale transformation initiatives

Strong analytical skills and ability to translate data into decisions

Ability to influence senior stakeholders without direct authority

Preferred Qualifications

Experience in customer operations, marketplaces, or contact centers

Exposure to automation or AI in operational environments

Experience working in highly matrixed organizations

Strong problem structuring and communication skills

For 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, NY-based roles:
The base salary range for this role is USD $203,000 per year - USD $225,500 per year. For Phoenix, AZ-based roles:
The base salary range for this role is USD $162,000 per year - USD $180,000 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.

More details can be found at the following link

Uber is proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know by completing this form-

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Senior Strategy & Transformational Lead, Field Ops