Director, Tech Transformation, Field Operations

Director, Tech Transformation, Field Operations Department: Community Operations Team: Community Operations Location: New York, United States Type: Full-Time **About the Team** Community Operations (CommOps) is pioneering how Uber interacts with customers around the globe. The Field Operations (FieldOps) organisation is the arm of CommOps that runs all our in-house Centres of Excellence and Greenlight operations in the region. Field Operations supports all business lines and propositions (Mobility verticals like Rides, High-Capacity Vehicles or Autonomous Vehicles, Delivery verticals like Online-Food Delivery, Grocery, and specific propositions like Uber for Business) across X countries in Z languages. It is responsible for customer operations, including customer service, safety support, new partner onboarding, compliance, fraud, account management, manual evaluations of AI bots… The team comprises 7,000+ customer support agents across X countries (12 main centres of excellence and 100 In-Person Greenlights). **About the Role** FieldOps 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. The Tech Transformation Director is accountable for making FieldOps a model tech-enabled operations organization. The role should focus on transformational efforts such as — driving dogfooding, accelerating tech adoption, redesigning workflows for automation, and embedding a culture of tech-first problem solving. The role ensures FieldOps clearly articulates operational requirements, quantifies and tracks ROI, and drives disciplined adoption of technology solutions. The Director’s mandate is to shift FieldOps from volume-driven execution to productivity- and impact-driven performance through structured automation, workflow redesign, and cultura