Uber

Senior Expert, Operations

Uber is a global tech company redefining transportation and mobility through its ride-hailing, delivery, and logistics platforms.

Brought on during a period of hypergrowth to shape and scale workplace operations and customer experience across flagship service hubs in the Northeast. Directed teams, optimized processes, and introduced data-driven systems that elevated both employee engagement and client satisfaction in a fast-paced, startup environment.

Scope

  • Directed 50 FTEs including site leads, specialists, and support staff (W-2 and 1099).

  • Reported to the Director of Operations.

  • Oversaw workplace operations and customer experience performance for regional hubs.

Highlights of Impact

  • Team & Culture Leadership: Built and developed high-performing teams, embedding EOS principles and DEI-forward training that fostered accountability, growth, and inclusion.

  • Operational Strategy: Designed SOPs, KPIs, and OKRs that scaled service delivery, optimized workflows, and improved client satisfaction across the Northeast.

  • Systems & Analytics: Created databases, dashboards, and reporting tools that gave senior stakeholders actionable insights for real-time decision-making.

  • Workplace Transformation: Managed workplace portfolios and facility improvements while launching customer-first programs that enhanced driver and client experience.

  • Cross-Functional Collaboration: Partnered with Product, Marketing, and Operations to streamline launches and pilot new service models that improved NPS and scalability