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

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.

What you'll do

• Own identification, prioritization, and transformation of high-volume, high-friction workflows across Mobility, Delivery, and New Bets COE queues into AI-first
• Build fluency in current-state workflows across each LOB - volumes, TAT, quality, cost-to-serve, failure modes - and build the case for automation
• 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

What you need

• 8–14 yrs of experience
• LLMs
• Machine learning
• Change management
• Any graduate

Good to have

• Stakeholder management
• PRD writing
• Prompt engineering