Director, Core Automations and Experience

About the Role

The Director of Core Automations and Experience leads Uber’s global effort to deliver consistent, high-quality B2C customer experiences by driving high quality AI Support products and policies.

As part of the Global Digital Experiences (GDX) leadership team, this leader acts as the bridge between CommOps and Customer Obsession Product team, ensuring that every B2C customer support product and policy launched globally is reliable, scalable, and user-centered.

The Director of Core Automations and Experience will oversee a large, distributed organization spanning Consumer Experiences, Driver and Delivery Partner Experiences, Segmentation Platform, Support channels enablement and Refunds and Appeasements. Each of these programs plays a critical role in enabling Uber’s transition to tech-first, AI-powered customer support.

What You’ll Do

• Co-develop and execute the B2C customer support product strategy that advances Uber’s vision to unlock transformative, global-first AI technology
• Partner with Product and CommOps teams to ensure readiness, quality, and alignment on Product launches and scaling; track, monitor and report business and customer benefits from these products / platforms
• Program manage the end to end product development process for B2C products starting from insight generation, planning / prioritisation, solutioning, documentation, development, testing, evaluations, experimentation, operationalisation, launch, communication, dogfooding, scaling and improvements
• Enable rest of the CommOps organisation to learn about Tech / Product upcoming strategy, launches, support needed to operationalise and specifics of launched products
• Identify / Manage/ debottleneck cross product dependencies
• Manage policy governance and facilitate updates
• Lead and coach senior managers and program leaders overseeing specialized global programs

• Foster a culture of innovation, inclusion, and accountability

• Represent B2C Tech across leadership and cross-functional forums to elevate visibility, product understanding and leverage XFN support to implement and improve those

What You’ll Need

• 12+ years experience in tech operations, product operations, product management or equivalent
• Strong understanding of GenAI concepts and how to build platforms using Gen AI
• Strong understanding of customer support workflows and Product Development lifecycle and how data can enhance customer experience

Preferred Qualifications

• Proven experience driving global-scale transformation initiatives
• Demonstrated evidence of customer obsession
• Deep understanding of product operations, and customer support technology
• Deep understanding AI concepts like RAG, Prompting, model performance, latency, hallucination, evaluations, reasoning, handoff / failure management, AI guardrails, etc. Ability to vibe code will be a plus.
• Proven experience of working on segmentation strategy and platforms
• Ability to navigate legal constraints like GDPR, PII requirements, etc
• Ability to understand and contribute to Product Architecture discussions
• Understanding of Product development lifecycle including user testing, product marketing, customer support UX/UI, conversational design and policy authoring in an AI world
• Strong analytical and problem-solving skills with a track record of using data to drive decisions
• Strong executive presence
• Experience leading in tech-first or AI-driven transformation; strong change management skills.
• Proven experience managing large, globally distributed, multi-disciplinary teams and managers in a fast-paced and complex, ambiguous environment
• Proven ability to deliver measurable impact in cross-functional, matrixed environments
• Excellent collaboration skills with both technical and non-technical stakeholders
• Exceptional communication skills (both verbal and written)
• Ability to quickly learn 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 while bringing clarity, structure, and direction
• ‘Empathy at scale’ - the ability to care about the single customer who can't get their refund just as much as you care about the savings the AI generates and the impact on the workforce, and address these a human way

For Sunnyvale, CA-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.