Uber · 23 hours ago
Global Product Operationalization Head, COE Efficiency Program
San Francisco, CA
Full-time
Onsite
Director/Executive
$186K/yr - $207K/yr
8+ years expUber is seeking a Global Product Operations Lead - COE Efficiency within their Global Digital Experience team. This role will lead the COE efficiency program for customer support operations, focusing on process automations and AI applications to enhance operational excellence.
LogisticsMobile AppsRide SharingSoftwareTransportation
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
Qualification
Required
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
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
Benefits
You will be eligible to participate in Uber's bonus program
May be offered an equity award & other types of comp
You will also be eligible for various benefits
Company
Uber
Uber develops, markets, and operates a ride-sharing mobile application that allows consumers to submit a trip request.
10001+ employees
H1B Sponsorship
Uber has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (689)
2024 (796)
2023 (684)
2022 (954)
2021 (750)
2020 (638)
Funding
Current Stage
Public CompanyTotal Funding
$35.56BKey Investors
William AckmanPayPalToyota Motor
2025-09-08Post Ipo Debt· $2.25B
2025-05-13Post Ipo Debt· $1B
2025-01-01Post Ipo Equity· $2.3B
Leadership Team
Dara Khosrowshahi
CEO
Prashanth Mahendra -Rajah
Chief Financial Officer
Recent News
2025-12-30
2025-12-27
Company data provided by crunchbase