Program Leader, Support AI Enablement - Mobility EMEA CommOps

About The Team

Community Operations (CommOps) is how Uber builds trust with users around the globe. We support every line of business-from Rides and High-Capacity Vehicles to Eats, Grocery, and Uber for Business-ensuring seamless, safe, and efficient experiences across onboarding, support, safety, compliance, sales, and more.

In EMEA, CommOps operates in 30+ countries and 20+ languages, adapting to diverse cultural and operational realities. We are the most geographically and linguistically diverse team at Uber, committed to delivering exceptional service at scale, through innovative thinking and inclusive execution.

About The Role

As part of the Mobility Experience team, you'll be at the forefront of transforming the support experience for riders and drivers through GenAI and tech-enabled solutions. We're looking for a leader and program builder to lead the enablement, rollout, and adoption of AI-powered support products across EMEA markets.

This role bridges product understanding, operational excellence, and change management, ensuring that AI-driven support capabilities are deployed with speed, quality, and impact. You'll serve as a connector between global product insights and roll out teams, regional community operations, and on-the-ground support functions-ensuring that new support technologies are integrated efficiently and deliver real-world value for customers and agents alike.

What You'll Do

Lead AI & Tech Enablement

• Act as the central point of contact for GenAI support product enablement across EMEA Mobility CommOps.
• Deeply understand product functionality and influence the roadmap by bringing in the voice of the customer and the unique needs of EMEA markets.
• Partner with global product, engineering, and operations stakeholders to translate business needs into scalable AI-based support features.
• Evangelize AI solutions across EMEA, building trust, understanding, and excitement around their deployment.
  
  

Drive Program Execution

• Own the planning, rollout, and monitoring of AI/tech initiatives aimed at enhancing the end-to-end support experience.
• Ensure rollouts are fast, qualitative, and operationally sustainable across a variety of EMEA markets.
• Proactively identify blockers and propose solutions to accelerate adoption without compromising quality.
  
  

Be a Strategic Thought Partner

• Combine data, user insights, and business context to shape our regional support experience strategy.
• Regularly present plans and performance to senior stakeholders, influencing decisions and aligning roadmaps.
  
  

Influence and Inspire

• Act as a trusted advisor across global and regional teams, bridging operational and technical perspectives.
• Champion innovation and challenge the status quo with a builder mindset, always looking for ways to improve support efficiency and quality.
• Stay current with emerging GenAI trends and how they can be applied to Uber's support experience.
  
  

What You'll Need

• 7+ years of experience in tech-enabled support operations, digital transformation, customer experience design, or product strategy-preferably in a high-growth, global tech environment.
• Fluency in AI concepts and tooling (e.g., LLMs, automated workflows, content generation) with practical experience deploying GenAI solutions at scale.
• Proven ability to collaborate with technical teams, understand product specs, and translate them into actionable implementation plans.
• Strong analytical mindset: comfortable using data to diagnose problems, measure impact, and inform strategy.
• Demonstrated ability to lead large-scale programs with complex stakeholder ecosystems and high visibility.
• Skilled in narrative storytelling and strategic communication, including developing compelling presentations for senior audiences.
• Comfortable managing ambiguity, setting priorities, and delivering results in a dynamic, fast-paced environment.
• High level of ownership, accountability, and a passion for improving customer and agent experiences through technology
  
  

Preferred Qualifications

• Experience rolling out GenAI-powered tools such as GPT, Gemini, or internal AI platforms in a customer support or operations context.
• Strong project management capabilities
• Familiarity with support channels (e.g., chatbots, agent workflows) and how AI integrates with them.
• Ability to develop playbooks, rollout plans, or enablement toolkits across international markets.
  
  

Why Join Us?

Uber is redefining how the world moves. As part of our Mobility CommOps team, you'll have the unique opportunity to shape the rider and driver support experience at scale, while working at the forefront of GenAI transformation. If you're a strategic thinker with a strong product lens and the drive to make change happen, we'd love to hear from you.

Uber is redefining how the world moves. As part of our Mobility CommOps team, you'll have the unique opportunity to shape the rider and driver support experience at scale, while working at the forefront of GenAI transformation.