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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
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