Uber Restructures with AI, Cuts 10% of Customer Service Roles

Uber Technologies is shaking up its operational structure as it expands its use of artificial intelligence. The company announced it's cutting about 10% of jobs in its customer service department. This move shows Uber's push to simplify operations, reduce organizational complexity, and boost efficiency. This is actually the second round of job reductions at the company in less than two months, all part of a bigger plan to restructure teams and rely more on digital tools. It also aligns with a global trend among tech companies to integrate AI into their internal operations.

AI Reshapes Operations Teams

Uber explained that these cuts specifically affect the community operations team. They mentioned the decision is part of an effort to "streamline operations, enhance in-person collaboration, and continue adopting AI."

A company spokesperson added that remote employees on this team were asked to relocate to a central office, which aligns with Uber's return-to-office policy.

Mega Yeathatika, Uber's Vice President of Global Community Operations, shared in an internal memo to employees that the organizational structure had become more complex and isolated than it needed to be. She clarified that while Uber has made progress with AI, expanding these technologies requires more efficient and organized processes.