Chief of Staff, EMEA Field Ops

Location

Uber Amsterdam, North Holland, Netherlands

About The Team

The Community Operations (CommOps) organization at Uber is the engine that delivers world class customer support to riders, drivers, eaters, and couriers, operating 24/7. Our Centers of Excellence (COEs) are critical contact management hubs.

The EMEA Field Operations Central team is the strategic and execution group that drives alignment across all sites and stakeholders in the region. This team is focused on ensuring our customer support operations are efficient, innovative, and aligned with Uber's global vision. This role will act as the Chief of Staff and strategic partner to the Director of EMEA Field Operations, leading planning, governance, and organizational effectiveness across the entire remit.

About The Role

We are looking for an experienced, strategic, and action oriented Strategy & Execution Lead to drive strategy, planning, and operational governance for EMEA Field Operations. This is a critical, high leverage role that serves as the right hand partner to the Director. You will be instrumental in defining where the organization is headed, how we will measure success, and ensuring the leadership team executes with discipline and accountability. This is a highly collaborative role, requiring you to work across all CommOps teams and strategic partners in EMEA and Global teams to translate vision into reality.

What You'll Do

• Drive the Strategic Planning Cycle: Lead the annual and quarterly strategic planning processes for EMEA Field Operations, translating Uber's global priorities into clear regional strategies and measurable OKRs (Objectives and Key Results).
• Establish Execution Governance: Design and maintain robust governance frameworks, including executive dashboards and review cadences (like Monthly/Quarterly Business Reviews), to rigorously track initiative health and enforce accountability across the leadership team.
• Orchestrate Organizational Effectiveness: Act as the strategic and organizational partner to the Director, managing the operating rhythm, setting meeting agendas, and ensuring time is focused on the highest priority decisions.
• Serve as the "Glue" and Integrator: Ensure consistent, clear, and high quality communication of strategy, performance, and decisions across all CommOps leadership and executive stakeholders.
• Lead Strategic Initiatives: Identify, champion, and drive high leverage scale opportunities, such as automation, process simplification, or new support models, serving as the central program lead for high priority projects.
• Build Organizational Capability: Develop and socialize playbooks, structured problem solving methodologies, and toolkits to standardize execution and drive large scale change management across the diverse EMEA support network.

Basic Qualifications

• Experience: 8+ years of experience in program management, consulting, corporate strategy, or similar fields.
• Strategic thinking & prioritization: Ability to distill broad business goals into measurable initiatives.
• Program management: Strong in execution discipline, milestone tracking, risk identification, and mitigation.
• Stakeholder management: Navigate complex org structures and secure buy in.
• Analytical rigor: Use data to validate assumptions and set realistic targets.
• Change management: Drive adoption of new processes across diverse global teams.
• Communication and Leadership & influence: Clarity in cascading updates and expectations across multiple layers of the org. Lead without direct authority across a matrixed environment.
• Talent Development and Cultural Agility: Enhance the execution capabilities of the broader support team. Adaptable to Uber culture, adjust approaches across the countries we support.

Preferred Qualifications

• Experience in a top tier strategy consulting firm (e.g., McKinsey, BCG, Bain) or in an internal strategy group within a firm that drives top down decision making based on strategic recommendations, preferably in a high intensity environment.
• Excel/data management skills, working knowledge of SQL.

Seniority level

Executive

Employment type

Full time

Job function

Administrative

Industries

Internet Marketplace Platforms

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