Global Retail Rollout and Adoption Lead

About the Role

At Uber, launching tools isn’t the hard part—making them work in the real world is.

 The Americas Direct/Grocery/Retail Seller Tech Rollout & Adoption Lead is the single‑threaded owner for how seller tools are implemented, stabilized, and adopted across US&C and LatAm Direct, Grocery, and Retail seller motions. You sit at the intersection of Seller Tech Product & Engineering, Americas Retail, Grocery & Direct leadership, and regional DCO teams, turning roadmaps into real behavior change for frontline sellers.

 This is an execution‑heavy role operating in live environments—where workflows break, feedback is messy, and no clean playbook exists yet. Your job is to separate noise from real problems, identify patterns across regions, and drive the actions that improve adoption, data quality, and seller productivity.

 You will:

 Lead end‑to‑end rollouts and hypercare for key Direct/Retail Seller Tech initiatives.

• Act as the global signal layer that converts fragmented feedback into structured, actionable insight.

• Build the operating model and playbooks that make seller tools usable and scalable.

• Operate as an AI‑native leader, using AI to synthesize signal, spot patterns, and accelerate decision‑making.

If you enjoy untangling messy workflows, diagnosing systemic issues, and making AI‑powered tools genuinely useful for sellers at scale, this role is for you.
What You’ll Do

1. Own the global rollout & stabilization for Retail Seller Tech

• Lead end‑to‑end rollout planning and execution for 1–2 priority Direct/Retail Seller Tech initiatives at any time (e.g., lead management, quoting & onboarding workflows, hierarchies, AI assistants).
• Define rollout charters (problem, scope, target seller segments, markets, KPIs, risks) with Seller Tech PM/Eng, Retail/Direct leadership, and regional DCO.
• Validate readiness, dependencies, and local workflow realities before go‑live.
• Sequence launches across megaregions, accounting for local market realities (team structures, vertical mix, maturity, language).
• Stand up and run hypercare: triage issues (P0/P1), distinguish configuration vs. code vs. process vs. data vs. training gaps, and drive resolution with clear owners and SLAs.
• Ensure launches land with minimal disruption to sellers and avoid repeated “first‑time” issues in each region.

2. Act as the Direct/Retail signal layer (noise → insight)

• Aggregate feedback across regions, seller personas, and tools (tickets, Slack, surveys, analytics).
• Distinguish systemic issues vs. local anomalies, and bug vs. config vs. workflow vs. training vs. AI issues.
• Translate messy, high‑volume input into structured, evidence‑based problem statements with clear impact sizing.
• Ensure Product and Engineering teams receive high‑quality signal, not fragmented anecdotes, and that it is reflected in roadmaps and fixes.

3. Drive adoption & seller productivity

• Treat low adoption as a problem to solve, not just a metric to report.
• Diagnose adoption challenges across tooling gaps, UX/workflow mismatch, data quality, incentives, and enablement/change‑saturation.
• Partner with regional Ops and Enablement to design targeted intervention plans (workflow refinements, localized training, playbooks, coaching, nudges).
• Track and improve:
  • Tool and workflow adoption rates
  • Seller efficiency and workflow completion
  • Reduction in workaround usage (e.g., spreadsheets, shadow systems)
• Monitor results over 30/60/90 days post‑launch, iterating until adoption stabilizes at the right bar.

4. Improve systems & reduce recurring friction

• Work across the Salesforce / Seller Tech ecosystem to troubleshoot and resolve issues impacting seller workflows.
• Identify recurring friction across markets and launches, and prevent the same issues from resurfacing.
• Scale solutions via:
  • Standardized playbooks and workflows
  • Process and governance improvements
  • Pre‑launch validation and UAT checklists
• Partner with Product, Systems, and Analytics teams to address root causes and measure impact.

5. Build the Americas Direct/Grocery/Retail Seller Tech operating model, playbooks, and dashboards

• Define a Direct/Retail‑specific operating model: who does what, when, and in which forums across Product, Eng, DCO, DSC/BPO, and Enablement.
• Create and maintain seller & manager playbooks:
  • “Day in the life” flows for Direct AEs and Retail AMs.
  • SOPs for core workflows (lead handling, quoting, pricing changes, onboarding).
  • FAQs, troubleshooting guides, and escalation paths.
• Partner with Analytics to design dashboards and metrics that capture:
  • Adoption and process adherence
  • Performance impact (conversion, cycle time, productivity)
  • Change health (issue volume, hypercare duration, seller satisfaction)

6. Operate as an AI‑native operator and champion

• Use AI tools to synthesize feedback at scale, cluster themes, and detect early signals of friction or broken workflows.
• Partner with Global Retail & Direct DCO and Agentic GTM/AI teams to identify high‑value AI opportunities (assistants, routing, insights) within Direct/Retail workflows.
• Translate AI opportunities into testable pilots with clear hypotheses, KPIs, guardrails, and integration points in the Seller Tech stack.
• Ensure AI features are launched with clear narratives, training, and measurable wins, not just capabilities.
• Continuously improve your own workflows (analysis, documentation, communication) using AI tools.

7. Run disciplined incident management & post‑mortems

• Establish standard hypercare runbooks for Direct/Retail: SLAs, severity (P0/P1) definitions, comms templates, and incident routing paths.
• During incidents, quickly:
  • Gather concrete evidence (screenshots, logs, impacted personas & flows).
  • Determine whether issues are config, code, data, permissions, AI, or process‑related.
  • Recommend both short‑term workarounds and durable fixes so sellers can keep operating.
• Lead RCAs/post‑mortems and ensure learnings are embedded into future rollouts (checklists, validation scripts, UAT plans, guardrails).

8. Drive cross‑functional alignment & communication

• Serve as the primary point of contact for Direct/Retail Seller Tech launches and incidents across global and regional stakeholders.
• Own the Direct/Retail section of the Seller Tech roadmap and change calendar; keep regional leaders informed on what is coming, when, and why.
• Communicate progress, risks, and decisions via concise, data‑backed updates to:
  • Global Retail & Direct leadership
  • Regional DCO leads
  • Seller Tech Product & Engineering and support teams
• Push for clarity where ownership or workflows are ambiguous and converge teams on pragmatic, documented decisions.

What you’ll need

• 5+ years in Sales Operations, Business Systems, Product Operations, Program Management, BizOps, or similar commercial systems roles, ideally in B2B or marketplace environments.
• Demonstrated experience supporting and leading Salesforce (or comparable CRM/CPQ) rollouts, including post‑launch stabilization and adoption recovery.
• Strong problem‑solving and systems thinking: able to map complex workflows, understand data models, and reason about dependencies and edge cases.
• Proven ability to triage and troubleshoot across process, configuration, and technical layers; can separate signal from noise in ambiguous situations.
• Experience working cross‑functionally with Product, Engineering, regional Ops, and Enablement, including translating field feedback into structured requirements.
• Comfort operating in fast‑moving, ambiguous, multi‑region environments, with high ownership and bias for action.
• Working knowledge of Salesforce Sales Cloud and related seller tools (e.g., lead management, opportunity workflows, quoting, reporting).
• Professional fluency in English; additional languages (e.g., Spanish or Portuguese) are a plus.