Head of Centre of Excellence (COE), CommOps

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, compliance.

In EMEA, we lead these activities in 30+ countries and in 20+ languages, in large-scale and highly nuanced market environments and operational complexity. 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!

About The Role

We're on the lookout for an exceptional leader to head our Centre of Excellence (CoE) in Lisbon, Portugal. This is a high-impact role where you'll not only lead our growing Lisbon hub but also take operational ownership of a key function within our EMEA Field Operations team.

Our Lisbon CoE is a vibrant and diverse center with 300+ talented Community Specialists supporting a wide range of services across the EMEA region. From Customer Support and Account Management to Safety, Fraud, and Compliance, our teams work across multiple languages and functions to deliver best-in-class service.

As Head of the CoE, you'll shape the strategy, foster a high-performance culture, and drive operational excellence at scale.

What You'll Do

Leading a team of experienced managers and senior managers, you'll focus on both their development and their ability to nurture young talent-creating strong career paths, fostering a high-performance culture, and inspiring your leaders to consistently push for higher levels of operational impact.

You'll also act as a catalyst for scaling insight and influence, ensuring that learnings, best practices, and strategic initiatives from the CoE ripple across the broader EMEA Field Ops organization. Your leadership will directly contribute to how we support our community of riders, driver-partners, couriers, and restaurants, ensuring they receive high-quality, empathetic, and effective assistance.

This role requires a strong strategic mindset, a deep understanding of operational excellence, and a passion for building teams that drive measurable impact at scale.

 Basic Qualification

• 12+ years of extensive leadership experience in Customer Operations or Shared Services environments, with a strong understanding of scaling operations, service excellence, and cross-functional collaboration.
• Proven track record of leveraging technology -including automation and AI-to drive efficiency, improve customer experience, and enable operational innovation.
• Exceptional stakeholder management skills , with the ability to influence and collaborate effectively across all levels of the organization, including senior leadership and global partners.
• Outstanding people leadership capabilities , demonstrated through successfully setting clear goals, developing high-performing teams, navigating complex managerial challenges, and fostering a strong, inclusive team culture.
• Deep understanding of multi-lingual and multi-market operations, with experience managing teams across diverse cultural and regulatory environments.
• Excellent strategic planning and organizational skills , with a sharp eye for detail and a focus on continuous improvement.
• Superior interpersonal and communication skills, both written and verbal, with the ability to engage and inspire diverse audiences.
• Resilience under pressure , with a strong ability to prioritize, manage competing deadlines, and deliver results in fast-paced, high-stakes environments.

 Preferred Qualifications

• Transformational Change & Process Innovation : Proficiency in identifying inefficiencies, rethinking support processes, and leading large-scale transformation initiatives-especially through the use of technology like automation and AI. This skill involves not just recognizing what needs to improve, but driving the cultural and organizational change required to make it stick
• Tech Fluency & Innovation Mindset: A strong grasp of emerging technologies-especially automation, AI, and support platforms-and how to apply them to drive operational improvements. The ideal leader actively partners with tech teams, champions digital innovation, and leverages data tools to uncover insights and optimize service delivery.
• Calculated Risk-Taking & Agility: A mindset that embraces smart risk-taking to unlock growth and innovation. This includes experimenting with new approaches, making bold yet informed decisions, and adapting quickly in fast-changing or high-pressure situations without losing sight of long-term goals.