Uber cuts 10 per cent of customer service staff to accelerate AI integration
The move sees Uber mandate a return to hub offices for remote workers in its Community Operations division, aligning with broader industry trends at Oracle, Snap, and Meta.
Uber has laid off 10 per cent of its global customer service team, a division known as Community Operations, as part of a strategic shift to simplify operations and accelerate the adoption of artificial intelligence. The company also issued a mandate requiring remote workers within this specific group to relocate to hub offices, effectively reversing previous remote work policies for the division.
Megha Yethadka, Uber’s vice president of global community operations, reportedly informed staff in a memo that the organisation had become "too complex and siloed." Yethadka stated that while the department had made progress in utilising AI, it required an "effective organisation to layer AI on" to scale its application effectively. An Uber spokesperson confirmed to Bloomberg that the restructuring was designed to strengthen in-person collaboration and continue embracing AI technologies.
Community Operations serves as Uber’s global customer support network, comprising teams dedicated to specific regions and countries. These teams work closely with local businesses and drivers across various languages. The specific functions or roles within this division that will be replaced or augmented by AI agents have not been disclosed, nor has the exact timeline for the implementation of new tools been specified.
The restructuring aligns with a wider trend among major technology firms citing AI adoption as a primary driver for workforce reductions. In June, Oracle cut 21,000 roles worldwide, explicitly citing the "adoption and deployment of AI technologies." Similarly, Snap laid off approximately 1,000 workers in April, and Meta recently reduced its workforce by 10 per cent, affecting 8,000 jobs while reorganising 7,000 personnel into AI-focused teams.
Uber has previously indicated that it was slowing hiring due to increased AI use. The company joins Oracle, Snap, and Meta in leveraging artificial intelligence to reshape their operational footprints, though it remains unclear whether the current layoffs are permanent or if plans exist to rehire for different roles post-implementation.
