Resume and JobRESUME AND JOB
Uber logo

Global Product Operationalisation Head, COE Efficiency Program

Uber

Global Product Operationalisation Head, COE Efficiency Program

Uber logo

Uber

full-time

Posted: November 26, 2025

Number of Vacancies: 1

Job Description

Global Product Operationalisation Head, COE Efficiency Program

📋 Job Overview

The Global Product Operations Lead - COE Efficiency is part of Uber's Global Digital Experience team, focusing on enhancing customer support operations through process automations and AI applications. This role involves leading the COE Efficiency Program, collaborating with various teams to develop and implement scalable solutions that improve productivity and operational excellence across global support operations.

📍 Location: San Francisco, California, United States

🏢 Department: Community Operations

📄 Full Description

**About the Role**

The Global Product Operations Lead - COE Efficiency sits within our Global Digital Experience team, the digital service design arm of the global CommOps organization. COEs stand for Centres of Excellence and are the inhouse team of customer support agents who serve customers in complex and elevated situations. This role will work with various teams in CommOps and Tech to lead the COE efficiency program for customer support operations including process automations and AI applications.

As the program head, you will take an active role in the formation of the COE Efficiency product strategy and lead work streams/programs to execute on the aligned strategy. You will work closely with FieldOps teams and leaders to deeply understand their business processes, understand where opportunities for productivity improvement lies and where technology can be used to accelerate capturing of those opportunities, and collaborate with engineering and product teams to build scalable solutions to realise the potential gains.

You will work closely with CO (Customer Obsession product) stakeholders to design scalable solutions and drive effective rollout strategies but also work with other AI and Engineering teams as needed.

**What You'll Do**

- Lead the COE Efficiency Program, defining the vision, roadmap, and success metrics to drive operational excellence across global support operations
- Partner with Product, Engineering, and Field Operations to identify and implement AI and automation solutions that streamline workflows and enhance agent productivity
- Lead a team of 3-5 people who will deliver on the initiatives identified to deliver COE efficiency
- Map end-to-end support processes to uncover inefficiencies, automation opportunities, AI application opportunities and tool optimization needs
- Explore external Tech vendors who can provide meaningful solutions to help expedite the gains; ensure vendors are properly onboarded including obtaining Engg Security clearance
- Manage partnerships with chosen external vendors and internal platform teams to evaluate, pilot, and scale technology solutions
- Drive tool integration and rationalization, ensuring internal and external platforms work cohesively to deliver seamless agent experiences
- Collaborate with cross-functional stakeholders to prioritize and deliver efficiency initiatives, balancing impact, effort, and scalability
- Develop and maintain performance dashboards and KPIs to track adoption, productivity gains, and ROI
- Lead change management and adoption strategies, ensuring successful rollout and sustained usage of new tools and AI capabilities
- Act as the operational voice of the COE in product discussions, advocating for usability, scalability, and measurable impact
- Establish a governance framework for continuous improvement, ensuring insights from users feed directly into product evolution
- Communicate program progress, risks, and outcomes clearly to executive and functional stakeholders, driving accountability and alignment
- Foster a culture of data-driven decision-making and proactive problem-solving across global COE teams
- Build repeatable frameworks and playbooks for efficiency, automation, and product adoption that can scale across regions
- Serve as a champion for AI-driven transformation, ensuring technology amplifies human capability and drives measurable business value

**Basic Qualifications**

- 8+ years of experience in product operations, platform development or similar domains
- 2+ year experience working with or implementing AI and automation technologies, such as:
- Conversational AI (chatbots, virtual assistants)
- Workflow automation platforms (UiPath, Zapier, ServiceNow, etc.)

**Preferred Qualifications**

- Knowledge management and AI search tools (KCS, generative search, LLM-based retrieval)
- Analytics and reporting tools (Tableau, Looker, or equivalent)
- Proven leadership experience managing cross-functional or multidisciplinary teams, particularly in a global setting across multiple markets, languages and timezones
- Strong understanding of customer support workflows and how Technology can improve productivity of support workflows
- Excellent collaboration skills with both technical and non-technical stakeholders
- Exceptional communication skills (both verbal and written)
- Familiarity with SQL and data visualization / reporting tools
- Proven ability to translate complex operational problems into structured, data-driven solutions
- Ability to quickly learn and contribute to the improvement of any Tech stack
- Strong business acumen and ability to learn about business context quickly
- Having an independent perspective at all times and ability to align leaders around it
- Understanding of data, user feedback loops, and human-in-the-loop models for AI adoption
- Experience managing tool rationalization or integration across multiple regions and business units
- Detail oriented with the ability to thrive in a fast moving, ambiguous environment where priorities are ever changing as the business grows and adapts globally
- Exceptional emotional intelligence. Ability to influence and motivate people across broad job functions through influence
- Proven track record of working collaboratively with Engineers and Field Operations
- Strong organisational skills to lead multiple, challenging priorities simultaneously, without losing sight of the highest priority items
- Strong analytical and quantitative skills. Uses data and metrics to back up assumptions, recommendations and drive decisions
- Well versed in product development lifecycle
- Familiar with mobile development and SOA architecture, understand gaps and have the expertise to recommend quality improvements in processes, technology, tracking and/or tools and use metrics to influence decision making at the leadership level
- Strong familiarity with internal tool ecosystems (CRM, ticketing, workflow management) and external SaaS vendors
- Go-getter attitude

For New York, NY-based roles: The base salary range for this role is USD$186,000 per year - USD$207,000 per year.

For San Francisco, CA-based roles: The base salary range for this role is USD$186,000 per year - USD$207,000 per year.

For Sunnyvale, CA-based roles: The base salary range for this role is USD$186,000 per year - USD$207,000 per year.

For all US locations, you will be eligible to participate in Uber's bonus program, and may be offered an equity award & other types of comp. You will also be eligible for various benefits. More details can be found at the following link [https://www.uber.com/careers/benefits](https://www.uber.com/careers/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](https://forms.gle/aDWTk9k6xtMU25Y5A).

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.

🎯 Key Responsibilities

  • Lead the COE Efficiency Program, defining the vision, roadmap, and success metrics to drive operational excellence across global support operations
  • Partner with Product, Engineering, and Field Operations to identify and implement AI and automation solutions that streamline workflows and enhance agent productivity
  • Lead a team of 3-5 people who will deliver on the initiatives identified to deliver COE efficiency
  • Map end-to-end support processes to uncover inefficiencies, automation opportunities, AI application opportunities and tool optimization needs
  • Explore external Tech vendors who can provide meaningful solutions to help expedite the gains; ensure vendors are properly onboarded including obtaining Engg Security clearance
  • Manage partnerships with chosen external vendors and internal platform teams to evaluate, pilot, and scale technology solutions
  • Drive tool integration and rationalization, ensuring internal and external platforms work cohesively to deliver seamless agent experiences
  • Collaborate with cross-functional stakeholders to prioritize and deliver efficiency initiatives, balancing impact, effort, and scalability
  • Develop and maintain performance dashboards and KPIs to track adoption, productivity gains, and ROI
  • Lead change management and adoption strategies, ensuring successful rollout and sustained usage of new tools and AI capabilities
  • Act as the operational voice of the COE in product discussions, advocating for usability, scalability, and measurable impact
  • Establish a governance framework for continuous improvement, ensuring insights from users feed directly into product evolution
  • Communicate program progress, risks, and outcomes clearly to executive and functional stakeholders, driving accountability and alignment
  • Foster a culture of data-driven decision-making and proactive problem-solving across global COE teams
  • Build repeatable frameworks and playbooks for efficiency, automation, and product adoption that can scale across regions
  • Serve as a champion for AI-driven transformation, ensuring technology amplifies human capability and drives measurable business value

✅ Required Qualifications

  • 8+ years of experience in product operations, platform development or similar domains
  • 2+ year experience working with or implementing AI and automation technologies, such as Conversational AI (chatbots, virtual assistants) and Workflow automation platforms (UiPath, Zapier, ServiceNow, etc.)

🛠️ Required Skills

  • Product operations
  • Platform development
  • AI and automation technologies
  • Conversational AI
  • Workflow automation platforms

🎁 Benefits

  • Eligible to participate in Uber's bonus program
  • May be offered an equity award & other types of comp
  • Eligible for various benefits (details at https://www.uber.com/careers/benefits)

Locations

  • San Francisco, California, United States

Salary

186,000 - 207,000 USD / yearly

Estimated Salary Rangemedium confidence

250,000 - 400,000 USD / yearly

Source: ai estimated

* This is an estimated range based on market data and may vary based on experience and qualifications.

Skills Required

  • Product operationsintermediate
  • Platform developmentintermediate
  • AI and automation technologiesintermediate
  • Conversational AIintermediate
  • Workflow automation platformsintermediate

Required Qualifications

  • 8+ years of experience in product operations, platform development or similar domains (experience)
  • 2+ year experience working with or implementing AI and automation technologies, such as Conversational AI (chatbots, virtual assistants) and Workflow automation platforms (UiPath, Zapier, ServiceNow, etc.) (experience)

Preferred Qualifications

  • Knowledge management and AI search tools (KCS, generative search, LLM-based retrieval) (experience)
  • Analytics and reporting tools (Tableau, Looker, or equivalent) (experience)
  • Proven leadership experience managing cross-functional or multidisciplinary teams, particularly in a global setting across multiple markets, languages and timezones (experience)
  • Strong understanding of customer support workflows and how Technology can improve productivity of support workflows (experience)
  • Excellent collaboration skills with both technical and non-technical stakeholders (experience)
  • Exceptional communication skills (both verbal and written) (experience)
  • Familiarity with SQL and data visualization / reporting tools (experience)
  • Proven ability to translate complex operational problems into structured, data-driven solutions (experience)
  • Ability to quickly learn and contribute to the improvement of any Tech stack (experience)
  • Strong business acumen and ability to learn about business context quickly (experience)
  • Having an independent perspective at all times and ability to align leaders around it (experience)
  • Understanding of data, user feedback loops, and human-in-the-loop models for AI adoption (experience)
  • Experience managing tool rationalization or integration across multiple regions and business units (experience)
  • Detail oriented with the ability to thrive in a fast moving, ambiguous environment where priorities are ever changing as the business grows and adapts globally (experience)
  • Exceptional emotional intelligence. Ability to influence and motivate people across broad job functions through influence (experience)
  • Proven track record of working collaboratively with Engineers and Field Operations (experience)
  • Strong organisational skills to lead multiple, challenging priorities simultaneously, without losing sight of the highest priority items (experience)
  • Strong analytical and quantitative skills. Uses data and metrics to back up assumptions, recommendations and drive decisions (experience)
  • Well versed in product development lifecycle (experience)
  • Familiar with mobile development and SOA architecture, understand gaps and have the expertise to recommend quality improvements in processes, technology, tracking and/or tools and use metrics to influence decision making at the leadership level (experience)
  • Strong familiarity with internal tool ecosystems (CRM, ticketing, workflow management) and external SaaS vendors (experience)
  • Go-getter attitude (experience)

Responsibilities

  • Lead the COE Efficiency Program, defining the vision, roadmap, and success metrics to drive operational excellence across global support operations
  • Partner with Product, Engineering, and Field Operations to identify and implement AI and automation solutions that streamline workflows and enhance agent productivity
  • Lead a team of 3-5 people who will deliver on the initiatives identified to deliver COE efficiency
  • Map end-to-end support processes to uncover inefficiencies, automation opportunities, AI application opportunities and tool optimization needs
  • Explore external Tech vendors who can provide meaningful solutions to help expedite the gains; ensure vendors are properly onboarded including obtaining Engg Security clearance
  • Manage partnerships with chosen external vendors and internal platform teams to evaluate, pilot, and scale technology solutions
  • Drive tool integration and rationalization, ensuring internal and external platforms work cohesively to deliver seamless agent experiences
  • Collaborate with cross-functional stakeholders to prioritize and deliver efficiency initiatives, balancing impact, effort, and scalability
  • Develop and maintain performance dashboards and KPIs to track adoption, productivity gains, and ROI
  • Lead change management and adoption strategies, ensuring successful rollout and sustained usage of new tools and AI capabilities
  • Act as the operational voice of the COE in product discussions, advocating for usability, scalability, and measurable impact
  • Establish a governance framework for continuous improvement, ensuring insights from users feed directly into product evolution
  • Communicate program progress, risks, and outcomes clearly to executive and functional stakeholders, driving accountability and alignment
  • Foster a culture of data-driven decision-making and proactive problem-solving across global COE teams
  • Build repeatable frameworks and playbooks for efficiency, automation, and product adoption that can scale across regions
  • Serve as a champion for AI-driven transformation, ensuring technology amplifies human capability and drives measurable business value

Benefits

  • general: Eligible to participate in Uber's bonus program
  • general: May be offered an equity award & other types of comp
  • general: Eligible for various benefits (details at https://www.uber.com/careers/benefits)

Target Your Resume for "Global Product Operationalisation Head, COE Efficiency Program" , Uber

Get personalized recommendations to optimize your resume specifically for Global Product Operationalisation Head, COE Efficiency Program. Takes only 15 seconds!

AI-powered keyword optimization
Skills matching & gap analysis
Experience alignment suggestions

Check Your ATS Score for "Global Product Operationalisation Head, COE Efficiency Program" , Uber

Find out how well your resume matches this job's requirements. Get comprehensive analysis including ATS compatibility, keyword matching, skill gaps, and personalized recommendations.

ATS compatibility check
Keyword optimization analysis
Skill matching & gap identification
Format & readability score

Tags & Categories

UberSan FranciscoUnited StatesCommunity OperationsCommunity Operations

Related Jobs You May Like

No related jobs found at the moment.

Uber logo

Global Product Operationalisation Head, COE Efficiency Program

Uber

Global Product Operationalisation Head, COE Efficiency Program

Uber logo

Uber

full-time

Posted: November 26, 2025

Number of Vacancies: 1

Job Description

Global Product Operationalisation Head, COE Efficiency Program

📋 Job Overview

The Global Product Operations Lead - COE Efficiency is part of Uber's Global Digital Experience team, focusing on enhancing customer support operations through process automations and AI applications. This role involves leading the COE Efficiency Program, collaborating with various teams to develop and implement scalable solutions that improve productivity and operational excellence across global support operations.

📍 Location: San Francisco, California, United States

🏢 Department: Community Operations

📄 Full Description

**About the Role**

The Global Product Operations Lead - COE Efficiency sits within our Global Digital Experience team, the digital service design arm of the global CommOps organization. COEs stand for Centres of Excellence and are the inhouse team of customer support agents who serve customers in complex and elevated situations. This role will work with various teams in CommOps and Tech to lead the COE efficiency program for customer support operations including process automations and AI applications.

As the program head, you will take an active role in the formation of the COE Efficiency product strategy and lead work streams/programs to execute on the aligned strategy. You will work closely with FieldOps teams and leaders to deeply understand their business processes, understand where opportunities for productivity improvement lies and where technology can be used to accelerate capturing of those opportunities, and collaborate with engineering and product teams to build scalable solutions to realise the potential gains.

You will work closely with CO (Customer Obsession product) stakeholders to design scalable solutions and drive effective rollout strategies but also work with other AI and Engineering teams as needed.

**What You'll Do**

- Lead the COE Efficiency Program, defining the vision, roadmap, and success metrics to drive operational excellence across global support operations
- Partner with Product, Engineering, and Field Operations to identify and implement AI and automation solutions that streamline workflows and enhance agent productivity
- Lead a team of 3-5 people who will deliver on the initiatives identified to deliver COE efficiency
- Map end-to-end support processes to uncover inefficiencies, automation opportunities, AI application opportunities and tool optimization needs
- Explore external Tech vendors who can provide meaningful solutions to help expedite the gains; ensure vendors are properly onboarded including obtaining Engg Security clearance
- Manage partnerships with chosen external vendors and internal platform teams to evaluate, pilot, and scale technology solutions
- Drive tool integration and rationalization, ensuring internal and external platforms work cohesively to deliver seamless agent experiences
- Collaborate with cross-functional stakeholders to prioritize and deliver efficiency initiatives, balancing impact, effort, and scalability
- Develop and maintain performance dashboards and KPIs to track adoption, productivity gains, and ROI
- Lead change management and adoption strategies, ensuring successful rollout and sustained usage of new tools and AI capabilities
- Act as the operational voice of the COE in product discussions, advocating for usability, scalability, and measurable impact
- Establish a governance framework for continuous improvement, ensuring insights from users feed directly into product evolution
- Communicate program progress, risks, and outcomes clearly to executive and functional stakeholders, driving accountability and alignment
- Foster a culture of data-driven decision-making and proactive problem-solving across global COE teams
- Build repeatable frameworks and playbooks for efficiency, automation, and product adoption that can scale across regions
- Serve as a champion for AI-driven transformation, ensuring technology amplifies human capability and drives measurable business value

**Basic Qualifications**

- 8+ years of experience in product operations, platform development or similar domains
- 2+ year experience working with or implementing AI and automation technologies, such as:
- Conversational AI (chatbots, virtual assistants)
- Workflow automation platforms (UiPath, Zapier, ServiceNow, etc.)

**Preferred Qualifications**

- Knowledge management and AI search tools (KCS, generative search, LLM-based retrieval)
- Analytics and reporting tools (Tableau, Looker, or equivalent)
- Proven leadership experience managing cross-functional or multidisciplinary teams, particularly in a global setting across multiple markets, languages and timezones
- Strong understanding of customer support workflows and how Technology can improve productivity of support workflows
- Excellent collaboration skills with both technical and non-technical stakeholders
- Exceptional communication skills (both verbal and written)
- Familiarity with SQL and data visualization / reporting tools
- Proven ability to translate complex operational problems into structured, data-driven solutions
- Ability to quickly learn and contribute to the improvement of any Tech stack
- Strong business acumen and ability to learn about business context quickly
- Having an independent perspective at all times and ability to align leaders around it
- Understanding of data, user feedback loops, and human-in-the-loop models for AI adoption
- Experience managing tool rationalization or integration across multiple regions and business units
- Detail oriented with the ability to thrive in a fast moving, ambiguous environment where priorities are ever changing as the business grows and adapts globally
- Exceptional emotional intelligence. Ability to influence and motivate people across broad job functions through influence
- Proven track record of working collaboratively with Engineers and Field Operations
- Strong organisational skills to lead multiple, challenging priorities simultaneously, without losing sight of the highest priority items
- Strong analytical and quantitative skills. Uses data and metrics to back up assumptions, recommendations and drive decisions
- Well versed in product development lifecycle
- Familiar with mobile development and SOA architecture, understand gaps and have the expertise to recommend quality improvements in processes, technology, tracking and/or tools and use metrics to influence decision making at the leadership level
- Strong familiarity with internal tool ecosystems (CRM, ticketing, workflow management) and external SaaS vendors
- Go-getter attitude

For New York, NY-based roles: The base salary range for this role is USD$186,000 per year - USD$207,000 per year.

For San Francisco, CA-based roles: The base salary range for this role is USD$186,000 per year - USD$207,000 per year.

For Sunnyvale, CA-based roles: The base salary range for this role is USD$186,000 per year - USD$207,000 per year.

For all US locations, you will be eligible to participate in Uber's bonus program, and may be offered an equity award & other types of comp. You will also be eligible for various benefits. More details can be found at the following link [https://www.uber.com/careers/benefits](https://www.uber.com/careers/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](https://forms.gle/aDWTk9k6xtMU25Y5A).

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.

🎯 Key Responsibilities

  • Lead the COE Efficiency Program, defining the vision, roadmap, and success metrics to drive operational excellence across global support operations
  • Partner with Product, Engineering, and Field Operations to identify and implement AI and automation solutions that streamline workflows and enhance agent productivity
  • Lead a team of 3-5 people who will deliver on the initiatives identified to deliver COE efficiency
  • Map end-to-end support processes to uncover inefficiencies, automation opportunities, AI application opportunities and tool optimization needs
  • Explore external Tech vendors who can provide meaningful solutions to help expedite the gains; ensure vendors are properly onboarded including obtaining Engg Security clearance
  • Manage partnerships with chosen external vendors and internal platform teams to evaluate, pilot, and scale technology solutions
  • Drive tool integration and rationalization, ensuring internal and external platforms work cohesively to deliver seamless agent experiences
  • Collaborate with cross-functional stakeholders to prioritize and deliver efficiency initiatives, balancing impact, effort, and scalability
  • Develop and maintain performance dashboards and KPIs to track adoption, productivity gains, and ROI
  • Lead change management and adoption strategies, ensuring successful rollout and sustained usage of new tools and AI capabilities
  • Act as the operational voice of the COE in product discussions, advocating for usability, scalability, and measurable impact
  • Establish a governance framework for continuous improvement, ensuring insights from users feed directly into product evolution
  • Communicate program progress, risks, and outcomes clearly to executive and functional stakeholders, driving accountability and alignment
  • Foster a culture of data-driven decision-making and proactive problem-solving across global COE teams
  • Build repeatable frameworks and playbooks for efficiency, automation, and product adoption that can scale across regions
  • Serve as a champion for AI-driven transformation, ensuring technology amplifies human capability and drives measurable business value

✅ Required Qualifications

  • 8+ years of experience in product operations, platform development or similar domains
  • 2+ year experience working with or implementing AI and automation technologies, such as Conversational AI (chatbots, virtual assistants) and Workflow automation platforms (UiPath, Zapier, ServiceNow, etc.)

🛠️ Required Skills

  • Product operations
  • Platform development
  • AI and automation technologies
  • Conversational AI
  • Workflow automation platforms

🎁 Benefits

  • Eligible to participate in Uber's bonus program
  • May be offered an equity award & other types of comp
  • Eligible for various benefits (details at https://www.uber.com/careers/benefits)

Locations

  • San Francisco, California, United States

Salary

186,000 - 207,000 USD / yearly

Estimated Salary Rangemedium confidence

250,000 - 400,000 USD / yearly

Source: ai estimated

* This is an estimated range based on market data and may vary based on experience and qualifications.

Skills Required

  • Product operationsintermediate
  • Platform developmentintermediate
  • AI and automation technologiesintermediate
  • Conversational AIintermediate
  • Workflow automation platformsintermediate

Required Qualifications

  • 8+ years of experience in product operations, platform development or similar domains (experience)
  • 2+ year experience working with or implementing AI and automation technologies, such as Conversational AI (chatbots, virtual assistants) and Workflow automation platforms (UiPath, Zapier, ServiceNow, etc.) (experience)

Preferred Qualifications

  • Knowledge management and AI search tools (KCS, generative search, LLM-based retrieval) (experience)
  • Analytics and reporting tools (Tableau, Looker, or equivalent) (experience)
  • Proven leadership experience managing cross-functional or multidisciplinary teams, particularly in a global setting across multiple markets, languages and timezones (experience)
  • Strong understanding of customer support workflows and how Technology can improve productivity of support workflows (experience)
  • Excellent collaboration skills with both technical and non-technical stakeholders (experience)
  • Exceptional communication skills (both verbal and written) (experience)
  • Familiarity with SQL and data visualization / reporting tools (experience)
  • Proven ability to translate complex operational problems into structured, data-driven solutions (experience)
  • Ability to quickly learn and contribute to the improvement of any Tech stack (experience)
  • Strong business acumen and ability to learn about business context quickly (experience)
  • Having an independent perspective at all times and ability to align leaders around it (experience)
  • Understanding of data, user feedback loops, and human-in-the-loop models for AI adoption (experience)
  • Experience managing tool rationalization or integration across multiple regions and business units (experience)
  • Detail oriented with the ability to thrive in a fast moving, ambiguous environment where priorities are ever changing as the business grows and adapts globally (experience)
  • Exceptional emotional intelligence. Ability to influence and motivate people across broad job functions through influence (experience)
  • Proven track record of working collaboratively with Engineers and Field Operations (experience)
  • Strong organisational skills to lead multiple, challenging priorities simultaneously, without losing sight of the highest priority items (experience)
  • Strong analytical and quantitative skills. Uses data and metrics to back up assumptions, recommendations and drive decisions (experience)
  • Well versed in product development lifecycle (experience)
  • Familiar with mobile development and SOA architecture, understand gaps and have the expertise to recommend quality improvements in processes, technology, tracking and/or tools and use metrics to influence decision making at the leadership level (experience)
  • Strong familiarity with internal tool ecosystems (CRM, ticketing, workflow management) and external SaaS vendors (experience)
  • Go-getter attitude (experience)

Responsibilities

  • Lead the COE Efficiency Program, defining the vision, roadmap, and success metrics to drive operational excellence across global support operations
  • Partner with Product, Engineering, and Field Operations to identify and implement AI and automation solutions that streamline workflows and enhance agent productivity
  • Lead a team of 3-5 people who will deliver on the initiatives identified to deliver COE efficiency
  • Map end-to-end support processes to uncover inefficiencies, automation opportunities, AI application opportunities and tool optimization needs
  • Explore external Tech vendors who can provide meaningful solutions to help expedite the gains; ensure vendors are properly onboarded including obtaining Engg Security clearance
  • Manage partnerships with chosen external vendors and internal platform teams to evaluate, pilot, and scale technology solutions
  • Drive tool integration and rationalization, ensuring internal and external platforms work cohesively to deliver seamless agent experiences
  • Collaborate with cross-functional stakeholders to prioritize and deliver efficiency initiatives, balancing impact, effort, and scalability
  • Develop and maintain performance dashboards and KPIs to track adoption, productivity gains, and ROI
  • Lead change management and adoption strategies, ensuring successful rollout and sustained usage of new tools and AI capabilities
  • Act as the operational voice of the COE in product discussions, advocating for usability, scalability, and measurable impact
  • Establish a governance framework for continuous improvement, ensuring insights from users feed directly into product evolution
  • Communicate program progress, risks, and outcomes clearly to executive and functional stakeholders, driving accountability and alignment
  • Foster a culture of data-driven decision-making and proactive problem-solving across global COE teams
  • Build repeatable frameworks and playbooks for efficiency, automation, and product adoption that can scale across regions
  • Serve as a champion for AI-driven transformation, ensuring technology amplifies human capability and drives measurable business value

Benefits

  • general: Eligible to participate in Uber's bonus program
  • general: May be offered an equity award & other types of comp
  • general: Eligible for various benefits (details at https://www.uber.com/careers/benefits)

Target Your Resume for "Global Product Operationalisation Head, COE Efficiency Program" , Uber

Get personalized recommendations to optimize your resume specifically for Global Product Operationalisation Head, COE Efficiency Program. Takes only 15 seconds!

AI-powered keyword optimization
Skills matching & gap analysis
Experience alignment suggestions

Check Your ATS Score for "Global Product Operationalisation Head, COE Efficiency Program" , Uber

Find out how well your resume matches this job's requirements. Get comprehensive analysis including ATS compatibility, keyword matching, skill gaps, and personalized recommendations.

ATS compatibility check
Keyword optimization analysis
Skill matching & gap identification
Format & readability score

Tags & Categories

UberSan FranciscoUnited StatesCommunity OperationsCommunity Operations

Related Jobs You May Like

No related jobs found at the moment.