Program Leader - Tech Transformation

About the Role

This role sits within Field Operations and owns the conversion of manual, human-intensive workflows across Mobility (Rides) and Delivery (Eats/Grocery) COE queues, as well as workflows supporting New Bets, into AI-powered tools and automations. You will partner with Mobility, Delivery, and New Bets operations leaders, Product, and Engineering to design solutions where AI handles the bulk of processing across support, ops, and quality queues, freeing humans to focus on exceptions and higher-judgment work. Given the breadth of this scope, the role requires the ability to move fluidly across multiple LOBs and quickly ramp up on unfamiliar or emerging business models.

What You Will Do

• Own identification, prioritization, and transformation of high-volume, high-friction workflows across Mobility, Delivery, and New Bets COE queues into AI-first, largely automated processes
• Build fluency in current-state workflows across each LOB - volumes, TAT, quality, cost-to-serve, failure modes - and build the case for automation, sequencing by impact and feasibility
• Partner with Mobility, Delivery, and New Bets operations leaders, Product, and Engineering to design solutions and the human-in-the-loop review experience
• Drive delivery from pilot to scaled rollout across LOBs and geographies, adapting the approach to each business's maturity and volume profile
• Define and track metrics - automation rate, accuracy, TAT, cost-to-serve, capacity impact - per LOB, and report impact to Field Ops and LOB leadership
• Act as the connective tissue between LOB leadership, Product, Engineering, and Data Science, keeping the roadmap grounded in real operational needs across businesses
• Scan the internal/external AI landscape for opportunities applicable across Mobility, Delivery, and New Bets
• Build enablement and change-management plans tailored to each LOB's frontline teams

Basic Qualifications

• Bachelor's degree
• 8+ years of experience in program management, operations strategy, consulting, or technology-driven operations transformation, ideally across more than one business line
• Demonstrated experience partnering directly with Product and Engineering to scope, prioritize, and ship technical solutions
• Working understanding of how AI/ML and GenAI tools apply to high-volume operational workflows across marketplace businesses, including where human review is still needed
• Strong analytical/quantitative skills sizing opportunities, defining success metrics, and measuring impact across multiple LOBs
• Excellent written and verbal communication skills; ability to translate operational pain points from different businesses into clear, buildable requirements
• Comfort managing multiple concurrent workstreams across different LOBs with a track record of shipping measurable outcomes

Preferred Qualifications

• Experience across ride-hailing, delivery, or other on-demand marketplace operations, or comfort ramping quickly on new/emerging business models (New Bets)
• Prior experience designing or launching human-in-the-loop AI systems for support, dispatch, quality, or fraud-adjacent operational queues
• Direct experience working with engineering on solution design PRDs/specs, data/API requirements, pilots, and iteration
• Familiarity with GenAI tooling (LLM APIs, agent frameworks, prompt engineering, RAG) sufficient for credible technical conversations
• Experience in a top-tier strategy consulting firm, or in operations-at-scale/marketplace businesses
• Strong stakeholder management skills across multiple LOB leadership teams with differing priorities and maturity levels
• Bias for action and comfort with ambiguity, especially for New Bets where workflows and volumes are still evolving