Director, Tech Transformation, Field Operations

- 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, Engineering, and Data teams to accelerate implementation of automation solutions with measurable ROI.
- 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.
- 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.

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.

Uber's mission is to reimagine the way the world moves for the better. Here, bold ideas create real-world impact, challenges drive growth, and speed fuels progress. What moves us, moves the world - let's move it forward, together.

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.

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.

Client-provided location(s): New York, NY, Amsterdam, Netherlands

Job ID: Uber-156249

Employment Type: FULL_TIME

Posted: 2026-03-02T00:15:48