Director, Field Operations, Delivery & U4B and 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.