Program Leader, Tech Transformation (Mobility & Delivery + New Bets) - Field Operations

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.

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

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