Head of Offshore & AI Automation Operations - Delivery Commercial Operations

About the Role

We are looking for a senior operations leader to lead two increasingly interconnected parts of our global commercial operating model: our offshore Digital Sales Center (DSC) operations and our Agentic AI go-to-market strategy.

This role will be responsible for building and operating a scaled commercial engine that combines offshore talent, automation, and AI to improve seller productivity, increase commercial capacity, and reduce the cost to serve merchants globally.

The leader will own Central Operations for DSC, establishing the operating model, performance management, capacity planning, vendor strategy, and global standards required to run offshore commercial operations at scale. In parallel, they will lead the operational strategy and GTM for Agentic AI across both autonomous AI, where agents execute commercial work independently, and augmented AI, where AI increases the effectiveness and productivity of our sellers.

This is not a traditional sales operations or AI program management role. The mandate is to redesign how commercial work gets done, determine which work should sit with sellers, offshore teams, or AI, and build the operating systems required to scale that model globally.

What You'll Do

Lead Global DSC Central Operations

• Own the global operating strategy and Central Operations model for offshore Digital Sales Centers supporting Delivery.
• Establish standardized operating mechanisms across regions, including capacity planning, workforce allocation, performance management, forecasting, productivity, quality, and operational governance.
• Partner with regional Commercial and Operations leaders to determine where offshore capacity can most effectively support acquisition, onboarding, expansion, retention, and other merchant lifecycle motions.
• Build a rigorous performance framework connecting DSC activity to commercial outcomes, including productivity, conversion, first trips, quality, cost to serve, and ROI.
• Lead the evolution of DSC from a predominantly people-based operating model toward a more automated, AI-enabled commercial engine.
• Develop vendor and location strategies that optimize for capability, quality, scalability, and economics.

Lead Agentic AI GTM & Automation Operations

• Own the operational strategy and GTM framework for Agentic AI across Delivery Commercial Operations.
• Build a portfolio strategy spanning autonomous AI agents that execute defined commercial workflows and augmented AI capabilities that improve seller decision-making, preparation, execution, and follow-up.
• Identify and prioritize commercial workflows for AI based on revenue opportunity, productivity impact, feasibility, merchant experience, and cost reduction.
• Translate AI capabilities into scalable operating models, moving successful use cases from experimentation through pilot, production, and global adoption.
• Establish clear measurement frameworks for AI, including adoption, utilization, seller time saved, incremental commercial output, conversion, quality, and ROI.
• Partner closely with Product, Engineering, Data Science, Sales, Enablement, Legal, Privacy, and regional Operations teams to ensure AI solutions are commercially useful, operationally scalable, and responsibly deployed.
• Build the operating mechanisms required to manage an expanding portfolio of AI agents and capabilities, including prioritization, experimentation standards, performance monitoring, governance, and lifecycle management.

Redesign the Commercial Operating Model

• Develop a clear framework for determining which commercial activities should be seller-led, offshore-led, AI-augmented, or fully autonomous.
• Continuously identify opportunities to automate manual work, simplify workflows, and redirect seller capacity toward higher-value merchant interactions.
• Connect workforce planning and AI planning so that automation translates into measurable capacity and productivity benefits rather than incremental tooling.
• Develop the multi-year roadmap for evolving the DSC and seller operating model as AI capabilities mature.
• Influence senior leaders across Commercial, Operations, Product, and Technology to make the organizational and process changes required to capture the value of automation.

Build and Lead a High-Performing Team

• Lead a global team responsible for DSC Central Operations and AI GTM/automation.
• Set a high bar for analytical rigor, operational execution, commercial judgment, and accountability.
• Build strong relationships across regional and global teams while maintaining clear single-threaded ownership of global standards and strategy.
• Develop leaders who can independently own complex, cross-functional programs and operating areas.

Basic Qualifications

• 10+ years of experience in Commercial Operations, Sales Operations, Strategy & Operations, scaled sales, business operations, consulting, or a related field.
• 5+ years of experience leading teams and complex cross-functional initiatives.
• Demonstrated experience designing and operating large-scale commercial or operational systems across multiple markets or regions.
• Strong understanding of sales funnels, commercial productivity, capacity planning, performance management, and unit economics.
• Experience translating emerging technology or automation capabilities into operational and business outcomes.
• Strong analytical capability and ability to use data to diagnose performance, prioritize investment, and make resource allocation decisions.
• Demonstrated ability to influence senior stakeholders across Commercial, Product, Engineering, Finance, and Operations without direct authority.

Preferred Qualifications

• Experience leading offshore, outsourced, BPO, digital sales, or scaled commercial operations.
• Experience deploying AI, automation, conversational AI, or agentic technologies into commercial workflows.
• Experience managing the transition from manual operations toward increasingly automated operating models.
• Experience with enterprise CRM, sales engagement, workflow automation, or AI platforms.
• Experience managing vendor ecosystems and significant external operating spend.
• Experience operating within a complex global matrix with both regional and centralized teams.

What Success Looks Like

Success in this role means creating a materially more productive commercial operating model. Offshore operations are globally standardized, measurable, and increasingly automated. AI moves beyond pilots into repeatable commercial workflows with demonstrated adoption and ROI. Sellers spend less time on low-value work and more time on activities where human judgment and merchant relationships matter.

Ultimately, this leader will help build a commercial organization where human sellers, offshore teams, and AI agents operate as one integrated system, increasing commercial capacity and merchant impact without requiring equivalent growth in headcount.

For New York City, NY-based roles: The base salary range for this role is USD $203,000 per year - USD $225,000 per year.

You will be eligible to participate in Uber's bonus program, and may be offered an equity award & other types of comp. All full-time employees are eligible to participate in a 401(k) plan. You will also be eligible for various benefits.