About the Team
Community Operations (CommOps) is pioneering how Uber interacts with customers around the globe. The Field Operations (FieldOps) organisation is the arm of CommOps that runs all our in-house Centres of Excellence and Greenlight operations in the region. Field Operations supports all business lines and propositions (Mobility verticals like Rides, High-Capacity Vehicles or Autonomous Vehicles, Delivery verticals like Online-Food Delivery, Grocery, and specific propositions like Uber for Business) across X countries in Z languages. It is responsible for customer operations, including customer service, safety support, new partner onboarding, compliance, fraud, account management, manual evaluations of AI bots… The team comprises 7,000+ customer support agents across X countries (12 main centres of excellence and 100 In-Person Greenlights).
About the Role
FieldOps is undergoing a structural transformation to become a future-proof, GenAI-enabled, high-impact global operations organization. This transformation spans footprint optimization, operating model redesign, operational discipline and accelerated technology adoption.
The Tech Transformation Director will report directly to the Senior Director, Head of Global FieldOps and co-lead the end-to-end technology and GenAI transformation of the organization. The Tech Transformation Director is accountable for making FieldOps a model tech-enabled operations organization. The role should focus on transformational efforts such as — driving dogfooding, accelerating tech adoption, redesigning workflows for automation, and embedding a culture of tech-first problem solving. The role ensures FieldOps clearly articulates operational requirements, quantifies and tracks ROI, and drives disciplined adoption of technology solutions. The Director’s mandate is to shift FieldOps from volume-driven execution to productivity- and impact-driven performance through structured automation, workflow redesign, and cultural change
What You’ll Do
Own the business requirement of the FieldOps Tech roadmap
- Co-develop and execute a multi-year technology transformation roadmap aligned with the FieldOps transformation.
- Prioritize and sequence initiatives to unlock short-term efficiency gains (2026 impact) while building long-term structural capabilities.
- Identify and operationalize high-ROI opportunities in workflow redesign, automation and GenAI agent-assist.
- Partner with Product Ops, Product and Engineering teams to influence roadmap priorities based on operational value and impact.
Lead GenAI integration into frontline operations
- Drive the adoption of GenAI-powered solutions (agent assist like summarization and translation, quality monitoring…)
- Redesign workflows to integrate AI effectively — recognizing that scaling AI requires new operating processes, not just new tools.
- Build subject-matter depth in frontline workflows to ensure AI investments are outcome-driven.
Drive Workflow Automation and Structural Efficiency
- Assess the current ecosystem (Bliss and non-Bliss tools) and identify fragmentation and inefficiencies.
- Lead efforts to simplify tool stacks and increase operational coherence.
- Improve ownership clarity for workflows and tools across CommOps and cross-functional partners.
- Lead a systematic review of FieldOps workflows to identify, prioritize, and execute automation opportunities beyond incremental improvements.
- Define and own a structured automation pipeline across all COEs, including rule-based automation, GenAI-enabled automation, workflow elimination and system integrations.
- Establish clear automation targets (e.g., % automation rate, reduction in manual touches, productivity uplift).
- Partner with Product Ops, Product, Engineering, and Data teams to accelerate the implementation of automation solutions with measurable ROI, ensuring the right technologies are deployed while prioritizing scalable and reusable solutions.
- Ensure automation initiatives are tied to headcount strategy, footprint decisions, and quality improvement and cost-efficiency targets.
- Drive cultural adoption by repositioning automation as a value-creation lever rather than a threat to scope.
- Monitor and report on automation impact (quality, compliance, productivity, cost reduction).
Embed technology into the Operating Model
- Redesign metrics and incentives to reward productivity, quality and AI adoption rather than pure throughput.
- Integrate productivity visibility tools and monitoring best practices to strengthen operational discipline.
- Deploy GenAI-powered 'Leader Co-pilots' to automate administrative overhead, including instant synthesis of agent performance data, automated 1:1 prep kits, and real-time identification of coaching opportunities from complex contact transcripts
- Partner with Workforce Management, Analytics, and L&D to ensure technology adoption translates into measurable impact.
- Partner with the CST Experience team to drive adoption of new technologies and reinforce the transformation narrative across FieldOps.
- Support the shift from a volume-driven mindset to a productivity- and impact-driven culture.
Act as a strategic partner to FieldOps leadership
- Act as the internal expert, constantly benchmarking against best-in-class CX technology and bringing innovative, industry-leading Generative AI and Agentic AI solutions into the organization.
- Provide data-driven insights on ROI, cost efficiency, and quality uplift from technology initiatives.
- Contribute to footprint and sourcing decisions by assessing automation potential and capability requirements.
- Serve as the executive interface with Tech and Product.
Basic Qualifications
- 10+ years of progressive leadership experience in operations transformation, tech-enabled operations, consulting, or product-operations roles preferably in a high-growth, high-volume technology company.
- Deep understanding of AI/GenAI use cases in support environments (agent assist, automation, quality audit augmentation, etc.).
- Demonstrated experience deploying AI/GenAI solutions in operational settings.
Preferred Qualifications
- Proven track record leading large-scale transformation programs in complex, global organizations.
- Strong exposure to contact center or service operations environments.
- Experience influencing senior stakeholders across Tech, Product, and Operations.
- Ability to translate operational workflows into technical requirements and vice versa.
- Strong financial acumen, including ROI modeling and cost-efficiency analysis.
- Comfort navigating complex system landscapes and tool integrations.
- Highly structured thinker with strong strategic clarity.
- Comfortable operating in ambiguity and driving change in environments with cultural resistance.
- Ability to balance long-term architecture with short-term impact delivery.
- Exceptional executive-level communication and presentation skills, with the ability to influence stakeholders and manage executive alignment across competing priorities
- High ownership, bias for action, and ability to challenge legacy ways of working.
What Success Looks Like (12-18 Months)
- Measurable productivity uplift across key workflows.
- Increased quality and compliance standards enabled by AI augmentation.
- Reduced tool fragmentation and clearer workflow ownership.
- Stronger strategic positioning of FieldOps as a tech-enabled partner.
- Tangible cost efficiency gains aligned with 2026 and 2027 targets.
- Clear roadmap and governance model for AI-enabled operations.
For New York, NY-based roles: The base salary range for this role is USD$239,000 per year - USD$265,500 per year.
You will be eligible to participate in Uber's bonus program, and may be offered an equity award & other types of comp. All full-time employees are eligible to participate in a 401(k) plan. You will also be eligible for various benefits. More details can be found at the following link https://jobs.uber.com/en/benefits.
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Offices continue to be central to collaboration and Uber’s cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role.