Program Leader, Tech Transformation (Agent Platforms) - Field Operations

About the Role
This role sits within Field Operations and owns tech transformation across our internal platform layer — including Bliss, Scout, Translate, Kronos, Prisma, and future platforms we build — that powers COE workflows globally. Rather than owning a single operational domain, this role ensures that the platforms COEs depend on are themselves AI-native: capable of surfacing AI-driven automation, configuration, and content/workflow management so that any COE building on top of them can hand off the bulk of processing to AI and reserve humans for review. You will partner with Platform Engineering and Product teams to shape platform roadmaps, and with COE stakeholders across Safety, Regs & Compliance, Mobility, Delivery, and beyond to ensure platform capabilities translate into real automation impact.
What You Will Do
Own identification, prioritization, and transformation of platform-level capabilities across Bliss, Scout, Translate, Kronos, Prisma, and future platforms to make AI-driven automation available to all COEs that build on them
Build deep fluency in each platform's architecture, current usage across COEs, and where AI/automation could be embedded once and reused broadly
Partner with Platform Engineering and Product to shape roadmaps, ensuring AI-native capabilities (e.g., AI-assisted configuration, content generation/translation, intelligent scheduling, automated case triage) are built as reusable platform primitives
Work with COE stakeholders across Safety, Regs & Compliance, Mobility, Delivery, and other domains to identify where platform-level AI capabilities can unlock automation in their specific workflows
Drive delivery from pilot (often within one COE) to platform-wide rollout, ensuring the human-in-the-loop model is configurable to each consuming team's risk tolerance
Define and track platform-level metrics — capability adoption across COEs, aggregate automation rate enabled, TAT/cost impact by consuming team — and report impact to Field Ops and Platform leadership
Act as the connective tissue between Platform Engineering, Product, and the many COE teams consuming these platforms, ensuring the roadmap reflects real cross-COE demand
Scan the internal/external landscape for platform and AI-tooling trends, and shape the vision for future platforms Field Operations may need to build
Build documentation and enablement so COE teams can self-serve on new platform-level AI capabilities as they launch
Basic Qualifications
Bachelor's degree