About the job
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.
Responsibilities
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
Qualifications
Minimum
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
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