Head of Centre of Excellence (COE), CommOps - Lisbon

About the Role

Community Operations (CommOps) is pioneering how Uber interacts with users around the globe. We support all Uber business lines and propositions (Mobility verticals like Rides, Hailables; Delivery verticals like Eats and Grocery, and specific propositions like Uber for Business) and cover a broad range of activities including customer service, platform safety, new partner onboarding, sales, and compliance.

In EMEA, we lead these activities in over 30 countries and across 20+ languages, in large-scale and highly nuanced market environments with complex operations. We are very proud of being the most geographically diversified team in Uber, and welcome you to be part of our high-performing, diversified and inclusive team!

What You'll Do

As a senior leader of support operations in CommOps, you will need to deliver on the following:

1. Deliver Consistent Operational Excellence - Oversee daily site performance, ensuring efficiency, quality, and reliability across processes.
2. Solve Complex Problems Systematically - Use critical thinking and structured frameworks to address root causes and implement scalable solutions.
3. Translate Strategy into Action - Connect business goals with operational execution through clear project management and prioritization.
4. Champion AI and Data-Driven Operations - Use AI tools and analytics to identify trends, predict issues, and guide smarter decision-making.
5. Design and Optimize the Customer Experience (CX) - Apply CX design and structured content principles to create seamless, intuitive support experiences.
6. Lead Change Initiatives - Drive transformation across teams, ensuring smooth adoption of new systems, tools, and workflows.
7. Develop and Coach People - Build strong teams, nurture talent, and maintain high engagement and performance standards.
8. Drive Proactive Support Models - Anticipate customer and operational needs to prevent issues from escalating.

1. People & Site Leadership: 10+ years in large-scale operations (300+ FTE or multi-site) with a track record of developing leaders of leaders and driving engagement.
2. AI & Data Fluency: Practical experience leveraging AI/LLM tools and interpreting data to guide strategic and operational decisions.
3. Operational Excellence: Proven success in service delivery, capacity planning, and performance governance across complex or 24/7 environments.
4. Change & Project Leadership: Skilled at managing transformation programs end-to-end - from vision through rollout and adoption - with strong risk and stakeholder management.
5. CX & Structured Content Design: Ability to connect process, content, and customer experience design to improve agent efficiency and user satisfaction.
6. Business Acumen & Problem Solving: Strong analytical reasoning, budget awareness, and use of structured frameworks to diagnose and solve root causes.

1. AI Transformation & Automation: Proven ability to scale AI, automation, or proactive support models that reduce volume, cost, or risk.
2. Advanced Analytics & Experimentation: Skilled in using BI tools or SQL for deep-dive analytics and running controlled experiments for performance optimization.
3. CX Journey Innovation: Expertise in journey mapping, service blueprinting, and structured content systems that enhance customer and agent experience.
4. Strategic Influence & Executive Communication: Ability to tell a crisp, data-driven story to senior stakeholders and influence product, engineering, and finance alignment.
5. Continuous Improvement & Change Governance: Certified or experienced in Lean Six Sigma, Prosci, or PMP, ensuring sustained improvement and disciplined execution.