{"schemaVersion":"jobsearcher.job.v1","id":"57a75fdb5346b26a8d3d66b8","url":"https://jobsearcher.com/jobs/57a75fdb5346b26a8d3d66b8","canonicalUrl":"https://jobsearcher.com/jobs/57a75fdb5346b26a8d3d66b8","title":"Global Product Operationalisation Head, COE Efficiency Program","description":"About the Role\n\nThe Global Product Operations Lead - COE Efficiency sits within our Global Digital Experience team, the digital service design arm of the global CommOps organization. COEs stand for Centres of Excellence and are the inhouse team of customer support agents who serve customers in complex and elevated situations. This role will work with various teams in CommOps and Tech to lead the COE efficiency program for customer support operations including process automations and AI applications.\n\nAs the program head, you will take an active role in the formation of the COE Efficiency product strategy and lead work streams/programs to execute on the aligned strategy. You will work closely with FieldOps teams and leaders to deeply understand their business processes, understand where opportunities for productivity improvement lies and where technology can be used to accelerate capturing of those opportunities, and collaborate with engineering and product teams to build scalable solutions to realise the potential gains.\n\nYou will work closely with CO (Customer Obsession product) stakeholders to design scalable solutions and drive effective rollout strategies but also work with other AI and Engineering teams as needed.\n\nWhat You'll Do\nLead the COE Efficiency Program, defining the vision, roadmap, and success metrics to drive operational excellence across global support operations\nPartner with Product, Engineering, and Field Operations to identify and implement AI and automation solutions that streamline workflows and enhance agent productivity\nLead a team of 3-5 people who will deliver on the initiatives identified to deliver COE efficiency\nMap end-to-end support processes to uncover inefficiencies, automation opportunities, AI application opportunities and tool optimization needs\nExplore external Tech vendors who can provide meaningful solutions to help expedite the gains; ensure vendors are properly onboarded including obtaining Engg Security clearance\nManage partnerships with chosen external vendors and internal platform teams to evaluate, pilot, and scale technology solutions\nDrive tool integration and rationalization, ensuring internal and external platforms work cohesively to deliver seamless agent experiences\nCollaborate with cross-functional stakeholders to prioritize and deliver efficiency initiatives, balancing impact, effort, and scalability\nDevelop and maintain performance dashboards and KPIs to track adoption, productivity gains, and ROI\nLead change management and adoption strategies, ensuring successful rollout and sustained usage of new tools and AI capabilities\nAct as the operational voice of the COE in product discussions, advocating for usability, scalability, and measurable impact\nEstablish a governance framework for continuous improvement, ensuring insights from users feed directly into product evolution\nCommunicate program progress, risks, and outcomes clearly to executive and functional stakeholders, driving accountability and alignment\nFoster a culture of data-driven decision-making and proactive problem-solving across global COE teams\nBuild repeatable frameworks and playbooks for efficiency, automation, and product adoption that can scale across regions\nServe as a champion for AI-driven transformation, ensuring technology amplifies human capability and drives measurable business value\nBasic Qualifications\n8+ years of experience in product operations, platform development or similar domains\n2+ year experience working with or implementing AI and automation technologies, such as:\nConversational AI (chatbots, virtual assistants)\nWorkflow automation platforms (UiPath, Zapier, ServiceNow, etc.)\nPreferred Qualifications\nKnowledge management and AI search tools (KCS, generative search, LLM-based retrieval)\nAnalytics and reporting tools (Tableau, Looker, or equivalent)\nProven leadership experience managing cross-functional or multidisciplinary teams, particularly in a global setting across multiple markets, languages and timezones\nStrong understanding of customer support workflows and how Technology can improve productivity of support workflows\nExcellent collaboration skills with both technical and non-technical stakeholders\nExceptional communication skills (both verbal and written)\nFamiliarity with SQL and data visualization / reporting tools\nProven ability to translate complex operational problems into structured, data-driven solutions\nAbility to quickly learn and contribute to the improvement of any Tech stack\nStrong business acumen and ability to learn about business context quickly\nHaving an independent perspective at all times and ability to align leaders around it\nUnderstanding of data, user feedback loops, and human-in-the-loop models for AI adoption\nExperience managing tool rationalization or integration across multiple regions and business units\nDetail oriented with the ability to thrive in a fast moving, ambiguous environment where priorities are ever changing as the business grows and adapts globally\nExceptional emotional intelligence. Ability to influence and motivate people across broad job functions through influence\nProven track record of working collaboratively with Engineers and Field Operations\nStrong organisational skills to lead multiple, challenging priorities simultaneously, without losing sight of the highest priority items\nStrong analytical and quantitative skills. Uses data and metrics to back up assumptions, recommendations and drive decisions\nWell versed in product development lifecycle\nFamiliar with mobile development and SOA architecture, understand gaps and have the expertise to recommend quality improvements in processes, technology, tracking and/or tools and use metrics to influence decision making at the leadership level\nStrong familiarity with internal tool ecosystems (CRM, ticketing, workflow management) and external SaaS vendors\nGo-getter attitude\n\nFor New York, NY-based roles: The base salary range for this role is USD$186,000 per year - USD$207,000 per year. For San Francisco, CA-based roles: The base salary range for this role is USD$186,000 per year - USD$207,000 per year. For Sunnyvale, CA-based roles: The base salary range for this role is USD$186,000 per year - USD$207,000 per year. For all US locations, you will be eligible to participate in Uber's bonus program, and may be offered an equity award & other types of comp. You will also be eligible for various benefits. More details can be found at the following link https://www.uber.com/careers/benefits.","company":"Uber","rawCompany":"uber","city":"Millbrae","state":"CA","isRemote":false,"isActive":false,"createdAt":"2026-07-15T12:24:16.990Z","occupations":[{"code":"11-1021.00","title":"General and Operations Managers","slug":"general-and-operations-managers"},{"code":"11-3051.00","title":"Industrial Production Managers","slug":"industrial-production-managers"},{"code":"51-1011.00","title":"First-Line Supervisors of Production and Operating Workers","slug":"first-line-supervisors-of-production-and-operating-workers"}],"industries":[{"code":"513210","title":"Software Publishers","slug":"software-publishers"},{"code":"541511","title":"Custom Computer Programming Services","slug":"custom-computer-programming-services"},{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Global Product Operationalisation Head, COE Efficiency Program","description":"About the Role\n\nThe Global Product Operations Lead - COE Efficiency sits within our Global Digital Experience team, the digital service design arm of the global CommOps organization. COEs stand for Centres of Excellence and are the inhouse team of customer support agents who serve customers in complex and elevated situations. This role will work with various teams in CommOps and Tech to lead the COE efficiency program for customer support operations including process automations and AI applications.\n\nAs the program head, you will take an active role in the formation of the COE Efficiency product strategy and lead work streams/programs to execute on the aligned strategy. You will work closely with FieldOps teams and leaders to deeply understand their business processes, understand where opportunities for productivity improvement lies and where technology can be used to accelerate capturing of those opportunities, and collaborate with engineering and product teams to build scalable solutions to realise the potential gains.\n\nYou will work closely with CO (Customer Obsession product) stakeholders to design scalable solutions and drive effective rollout strategies but also work with other AI and Engineering teams as needed.\n\nWhat You'll Do\nLead the COE Efficiency Program, defining the vision, roadmap, and success metrics to drive operational excellence across global support operations\nPartner with Product, Engineering, and Field Operations to identify and implement AI and automation solutions that streamline workflows and enhance agent productivity\nLead a team of 3-5 people who will deliver on the initiatives identified to deliver COE efficiency\nMap end-to-end support processes to uncover inefficiencies, automation opportunities, AI application opportunities and tool optimization needs\nExplore external Tech vendors who can provide meaningful solutions to help expedite the gains; ensure vendors are properly onboarded including obtaining Engg Security clearance\nManage partnerships with chosen external vendors and internal platform teams to evaluate, pilot, and scale technology solutions\nDrive tool integration and rationalization, ensuring internal and external platforms work cohesively to deliver seamless agent experiences\nCollaborate with cross-functional stakeholders to prioritize and deliver efficiency initiatives, balancing impact, effort, and scalability\nDevelop and maintain performance dashboards and KPIs to track adoption, productivity gains, and ROI\nLead change management and adoption strategies, ensuring successful rollout and sustained usage of new tools and AI capabilities\nAct as the operational voice of the COE in product discussions, advocating for usability, scalability, and measurable impact\nEstablish a governance framework for continuous improvement, ensuring insights from users feed directly into product evolution\nCommunicate program progress, risks, and outcomes clearly to executive and functional stakeholders, driving accountability and alignment\nFoster a culture of data-driven decision-making and proactive problem-solving across global COE teams\nBuild repeatable frameworks and playbooks for efficiency, automation, and product adoption that can scale across regions\nServe as a champion for AI-driven transformation, ensuring technology amplifies human capability and drives measurable business value\nBasic Qualifications\n8+ years of experience in product operations, platform development or similar domains\n2+ year experience working with or implementing AI and automation technologies, such as:\nConversational AI (chatbots, virtual assistants)\nWorkflow automation platforms (UiPath, Zapier, ServiceNow, etc.)\nPreferred Qualifications\nKnowledge management and AI search tools (KCS, generative search, LLM-based retrieval)\nAnalytics and reporting tools (Tableau, Looker, or equivalent)\nProven leadership experience managing cross-functional or multidisciplinary teams, particularly in a global setting across multiple markets, languages and timezones\nStrong understanding of customer support workflows and how Technology can improve productivity of support workflows\nExcellent collaboration skills with both technical and non-technical stakeholders\nExceptional communication skills (both verbal and written)\nFamiliarity with SQL and data visualization / reporting tools\nProven ability to translate complex operational problems into structured, data-driven solutions\nAbility to quickly learn and contribute to the improvement of any Tech stack\nStrong business acumen and ability to learn about business context quickly\nHaving an independent perspective at all times and ability to align leaders around it\nUnderstanding of data, user feedback loops, and human-in-the-loop models for AI adoption\nExperience managing tool rationalization or integration across multiple regions and business units\nDetail oriented with the ability to thrive in a fast moving, ambiguous environment where priorities are ever changing as the business grows and adapts globally\nExceptional emotional intelligence. Ability to influence and motivate people across broad job functions through influence\nProven track record of working collaboratively with Engineers and Field Operations\nStrong organisational skills to lead multiple, challenging priorities simultaneously, without losing sight of the highest priority items\nStrong analytical and quantitative skills. Uses data and metrics to back up assumptions, recommendations and drive decisions\nWell versed in product development lifecycle\nFamiliar with mobile development and SOA architecture, understand gaps and have the expertise to recommend quality improvements in processes, technology, tracking and/or tools and use metrics to influence decision making at the leadership level\nStrong familiarity with internal tool ecosystems (CRM, ticketing, workflow management) and external SaaS vendors\nGo-getter attitude\n\nFor New York, NY-based roles: The base salary range for this role is USD$186,000 per year - USD$207,000 per year. For San Francisco, CA-based roles: The base salary range for this role is USD$186,000 per year - USD$207,000 per year. For Sunnyvale, CA-based roles: The base salary range for this role is USD$186,000 per year - USD$207,000 per year. For all US locations, you will be eligible to participate in Uber's bonus program, and may be offered an equity award & other types of comp. You will also be eligible for various benefits. More details can be found at the following link https://www.uber.com/careers/benefits.","datePosted":"2026-07-15T12:24:16.990Z","dateModified":"2026-07-15T12:24:16.990Z","hiringOrganization":{"@type":"Organization","name":"Uber","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Millbrae","addressRegion":"CA","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"57a75fdb5346b26a8d3d66b8"},"url":"https://jobsearcher.com/jobs/57a75fdb5346b26a8d3d66b8"}}