Director, Technology Operations, Driver Defects, Agentic AI, Last Mile Delivery

What you'll do

• Establish the vision, priorities, and operating model for Driver Defects and Agentic AI Tech Ops.
• Lead the identification, prioritization, and resolution of complex defects across onboarding, identity verification, and delivery journeys.
• Partner with Product and Engineering teams to accelerate verified fixes and prevent recurring technology issues.
• Establish a continuous AI quality program including regression monitoring, adversarial testing, and drift detection.
• Advance conversational and agentic AI capabilities to improve self-service and human-to-human support connections.
• Translate conversation intelligence and frontline insights into continuous product and AI improvements.
• Influence cross-functional stakeholders to deliver roadmap commitments and improve key metrics like self-service rates and AI accuracy.
• Lead and develop senior managers to build a high-performing culture of accountability and measurable results.

What we're looking for

• Option 1: Bachelor's degree in a related field and 6 years of experience in project/program management or operations.
• Option 2: 8 years of experience in project/program management or operations and 3 years of supervisory experience.
• 10+ years of experience in technical operations, product operations, platform reliability, or customer experience transformation.
• 5+ years of experience leading teams and developing managers and senior leaders.
• Experience with AI-enabled operations, conversational AI, agentic workflows, model evaluation, and automation.
• Demonstrated ability to align senior Product, Engineering, Operations, and enterprise stakeholders to drive outcomes.
• Experience in gig-economy platforms, last-mile delivery, or marketplace technology (preferred).
• Knowledge of AI assurance, red-teaming, fraud, identity verification, or responsible AI frameworks (preferred).