Director, Tech Transformation, Field OperationsFieldOps 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. This role is responsible for redefining how FieldOps leverages tools, workflows automation and AI to materially improve productivity, quality and strategic impact. The Director will act as the bridge between Operations and Tech translating frontline realities into scalable solutions, driving adoption of GenAI-enabled workflows, and embedding technology as a core lever of value creation.

Define and drive the FieldOps Tech & GenAI 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 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, 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.

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.