Program Leader, Tech Transformation (Mobility & Delivery + New Bets) - Field Operations

About the Role

This role sits within Field Operations and owns the conversion of manual, human-intensive workflows across Mobility (Rides) and Delivery (Eats/Grocery) COE queues, as well as workflows supporting New Bets, into AI-powered tools and automations. You will partner with Mobility, Delivery, and New Bets operations leaders, Product, and Engineering to design solutions where AI handles the bulk of processing across support, ops, and quality queues, freeing humans to focus on exceptions and higher-judgment work. Given the breadth of this scope, the role requires the ability to move fluidly across multiple LOBs and quickly ramp up on unfamiliar or emerging business models.

What You Will Do

Own identification, prioritization, and transformation of high-volume, high-friction workflows across Mobility, Delivery, and New Bets COE queues into AI-first, largely automated processes

Build fluency in current-state workflows across each LOB - volumes, TAT, quality, cost-to-serve, failure modes - and build the case for automation, sequencing by impact and feasibility

Partner with Mobility, Delivery, and New Bets operations leaders, Product, and Engineering to design solutions and the human-in-the-loop review experience

Drive delivery from pilot to scaled rollout across LOBs and geographies, adapting the approach to each business's maturity and volume profile

Define and track metrics - automation rate, accuracy, TAT, cost-to-serve, capacity impact - per LOB, and report impact to Field Ops and LOB leadership

Act as the connective tissue between LOB leadership, Product, Engineering, and Data Science, keeping the roadmap grounded in real operational needs across businesses

Scan the internal/external AI landscape for opportunities applicable across Mobility, Delivery, and New Bets

Build enablement and change-management plans tailored to each LOB's frontline teams

Basic Qualifications

Bachelor's degree

8+ years of experience in program management, operations strategy, consulting, or technology-driven operations transformation, ideally across more than one business line

Demonstrated experience partnering directly with Product and Engineering to scope, prioritize, and ship technical solutions

Working understanding of how AI/ML and GenAI tools apply to high-volume operational workflows across marketplace businesses, including where human review is still needed

Strong analytical/quantitative skills - sizing opportunities, defining success metrics, and measuring impact across multiple LOBs

Excellent written and verbal communication skills; ability to translate operational pain points from different businesses into clear, buildable requirements

Comfort managing multiple concurrent workstreams across different LOBs with a track record of shipping measurable outcomes

Preferred Qualifications

Experience across ride-hailing, delivery, or other on-demand marketplace operations, or comfort ramping quickly on new/emerging business models (New Bets)

Prior experience designing or launching human-in-the-loop AI systems for support, dispatch, quality, or fraud-adjacent operational queues

Direct experience working with engineering on solution design - PRDs/specs, data/API requirements, pilots, and iteration

Familiarity with GenAI tooling (LLM APIs, agent frameworks, prompt engineering, RAG) sufficient for credible technical conversations

Experience in a top-tier strategy consulting firm, or in operations-at-scale/marketplace businesses

Strong stakeholder management skills across multiple LOB leadership teams with differing priorities and maturity levels

Bias for action and comfort with ambiguity, especially for New Bets where workflows and volumes are still evolving

Ready to Ride?

This isn't the kind of place where you follow a playbook - it's where you help write one. If you're driven by impact, energized by challenge, and ready to shape how the world moves - we'd love to hear from you.

You may be eligible for bonuses, equity, and other compensation, as well as a range of benefits. Explore our benefits.

Offices remain key to collaboration and Uber's culture. Unless approved for full remote work, employees must spend at least 50% of their time in-office. Some roles, like those at greenlight hubs, require full-time in-office presence. Ask your Recruiter for details about this role's requirements.

Uber is proud to be an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know by completing this form.