Director, Strategy & Planning, Community Operations

The Director and Head of CommOps Global Strategy & Planning will be a trusted advisor to Community Operations and Uber leadership, to identify and tackle key opportunities, solve top-priority strategic problems, build financial and operational rigor and accountability, and facilitate leadership decision-making. This role will champion a culture centered around customer centricity/advocacy, operational excellence, and tech fluency. Further, this role will provide hands-on leadership to help design, prioritize, and implement projects to drive some of our cross-org big, bold bets as well as help make decisions that help build support into a growth and loyalty generator as well as competitive advantage for Uber. We're looking for someone who can set a vision and solve problems from 30,000 feet as well as dive deep into the details. You will also develop and incubate operating models and support strategies, driving positive change in every aspect of the business.

You will report to the Vice President, Global Community Operations, GSS & UAIS, and work with a wide range of partners within Community Operations and across Uber, to continuously improve our customer experience across all lines of business. You will lead and guide a team of impactful strategy, planning, and program management professionals. This role will be based out of Uber offices in Bay Area (San Francisco/Sunnyvale) or New York.

What You'll Do

• Build & Influence Vision & Strategy: Develop the overall customer experience strategy in close partnership with leaders across Comm Ops, Ops, Tech, Finance, and other cross-functional teams.
• Lead the global annual Strategic and Budget Planning process: Work with a global leadership team to set strategic priorities, org-wide goals, and share best practices. Connect the dots across the business to surface unique perspectives and insights.
• Drive Strategic Projects & Programs: Act as a trusted program owner and problem solver, seamlessly navigating between big-picture thinking and operational execution. Be an inventive, go-getter multitasker who supports teams across the globe. Serve as the go-to person for many key initiatives, not just for Comm Ops, but across key teams within the organization such as Finance, Marketing, and Product.
• Drive Decisions: Serve as a trusted advisor on key global decisions. Develop and lean on a deep understanding of how decision making and progress is made within our organization.
• Build Relationships and influence cross-org effectiveness: Develop deep relationships with relevant leaders and teams of other functional areas (Finance, Product/Engg/DS, Marketing, BD, Regional Ops, Legal, etc) to ensure we are aware of critical gaps in strategy or execution, apply all available tools to tackle the toughest problems, and execute across organizations and LOBs in alignment with global strategic priorities and leadership's desired outcomes. Drive quality decision-making in a global, matrixed organization by applying superior critical thinking skills and a principled, data-driven approach coupled with a strong ability to build and maintain influential cross-functional relationships.
• Lead by Example: Be truth-seeking with data, set a high bar for the team to think boldly and creatively and then funnel that energy into concrete processes and execution plans, move fast, and bias towards action.
• Act Like an Owner: Use your role to help maximize value for Comm Ops and Uber overall.
• Coach and develop the team: Lead a team of 10-15 of strategy, program management and analytics professionals; continue expanding the role, impact, and influence of the team while maintaining strong team culture and performance bars.
• Be the culture carrier: Be the champion and the role model of leadership within CommOps and Uber and embody Uber's cultural values into the org fabric and rhythm of business.
• Communicate effectively across levels: Develop and deliver executive-level communications and presentations for Uber's leadership. Clearly articulate and present information to influence partners at all levels of the business.

Basic Qualifications

• Bachelor's degree in Business / Economics, or other quantitative fields.
• 12+ years of strategy consulting, corporate / business strategy, operations or related experience.
• 5+ years of experience managing a team of 8+ strategy and planning staff.
• 3+ years of experience leading and guiding managers who have direct reports of their own.

Preferred Qualifications

• MBA, Master's degree in Economics, Business, Finance, or other quantitative fields.
• Experience in high-growth operations or startup experience or consulting is strongly preferred.
• Exceptional communicator and storyteller who can synthesize a lot of information quickly, highlight the key takeaways, and disseminate actionable insights.
• Outstanding organizational skills with a logical and structured approach to project prioritization and related communications.
• Strong strategic as well as analytical skills, who can flex from big-picture strategic vision to pragmatic execution-oriented approach, leveraging data to establish points of view.
• Proven track record in working with global remote teams to develop strategies and foster a cohesive and creative work environment.
• Experience in leading and developing teams across a matrixed organization.
• Experience in balancing attention to detail with swift execution doing things quickly but also well, consistently.
• Hands-on self-starter who thrives with a high degree of autonomy as well as a collaborator.
• Willingness to travel since the team is spread out.
• Experience working with ambiguity in a fast-paced environment.
• Demonstrated ability to own and complete multiple major projects simultaneously.
• Innovative, proactive, and passionate approach towards work.
• Advanced Excel / Google Sheets / data analysis skills.
• Advanced PowerPoint / Google Slides / presentation skills.
• Demonstrated ability to use AI tools to improve planning, reporting, strategy development, and / or program management workflows.

About the Team

The Community Operations team's vision is to earn customer trust through effortless experiences, proactive advocacy, and relentless innovation. The team leads customer experience, support operations, platform integrity, scaled programs, AV services, AI Solutions and more for Uber. The Comm Ops Global Strategy & Planning team leads and champions key strategic and operational priorities/programs mobilizing and influencing the global org and cross-functional teams. The team of deeply strategic and analytical problem solvers and doers, collectively act as key thought partners for the Leadership team on planning, cross-platform/cross-org priorities, competitive, tech and operational strategy.