Uber

Senior Expert, Operations

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

At a time of rapid growth and transformation, I helped shape and scale workplace operations and customer experience performance for flagship service hubs in the Northeast. I built and led high-performing teams, advanced operational strategy, and drove key cultural initiatives grounded in EOS principles. From DEI-forward training to real-time performance optimization, my work spanned people, process, and platform — all in service of creating a resilient, customer-first culture in a fast-paced, startup environment.

Employment: November 2014 - August 2017

Territory: Northeast

Reported To: Director Operations

Direct Reports: 50

Total Team Scope: 50 FTEs, Spanning Site Leads, Specialist, 1099 and W-2

Department: Customer and Workplace Experience

  • Team Leadership & Development: Recruited, built, and led a high-performing team; provided coaching, development, and performance monitoring to foster career progression, ensuring team members had active growth plans, access to strong coaching, and received regular feedback.

  • Culture Building: Fostered a culture of empowerment and accountability through an entrepreneur operating system, maximizing team effectiveness and driving positive outcomes.

  • Performance Management: Set and established KPIs, OKRs, and performance metrics aligned with the company's core values and strategic goals, driving measurable progress and accountability.

  • Organizational Development: Developed and owned management activities on a micro and macro level, regularly reviewing the organizational structure, headcount planning, lead performance, talent, and compensation.

  • Training & Development: Created and conducted quarterly workshops focused on DEI and self-growth and designed monthly training programs to promote professional development and advance skill opportunities.

  • Organizational Reporting: Envisioned, developed, and maintained systems for organizational reporting, including project documentation, workplace portfolio, performance metrics, and process management.

  • Data Visualization & Communication: Designed databases, dashboards, benchmarks, and communication cadences that provided senior stakeholders with clear and actionable insights.

  • Data-Driven Decision Making: Presented models, findings, and insights to senior management to drive informed business decisions.

  • Local Marketing: Oversaw creative local marketing efforts to grow awareness for the New England region.

  • Client Success: Identified, addressed, and advanced customer or technology issues and opportunities to enhance client satisfaction and drive positive outcomes.

  • Vendor Management: Vetted, negotiated, established, and managed vendor contracts to ensure optimal terms and cost-effective solutions.

  • Cross-Functional Collaboration: Provided cross-functional leadership and partnership to improve workflows, streamline product launches, and enhance client NPS.

  • Full Ownership & Accountability: Took full ownership of all components related to the success of the Workplace organization regionally, demonstrating a strong work ethic and commitment to achieving exceptional results.

  • HR Management: Performed routine HR management duties, including benefits oversight, handbook development and updates, and job description creation. Oversaw the maintenance of HR documentation in accordance with labor laws, best practices, and company standards.