About the Role

The Uber CommOps team is hiring a Senior Program Manager who will be responsible for managing, improving and expanding its AI manual evaluation and quality program that spans acrossGenerative AI / LLM/ conversational AI products spanning the Uber Customer Service ecosystem. This candidate will be the champion of quality, keeping the bar high and constantly looking for ways to raise the quality bar while ensuring that the program does not slow down the velocity of app development and release.

• Demonstrate the ability to organize and synthesize information that is drawn from multiple sources and teams.
• Analyze insights and metrics, do deep dives and work with teams to gain insight on this information. With this information, the candidate is expected to work with the teams to come up with guidance and recommendations to the product + business leadership teams on how to improve and train the LLM and be part of conversations on ongoing quality initiatives.
• Work with cross functional teams like regional support quality, product operations, product, content and to set up and run manual evaluation process
• Manage closely stakeholders relationships, hold them accountable, and drive consensus towards strategic execution for a high quality bar.
• With the overall focus on LLM/AI Quality across multiple subprograms, the successful candidate will need to have at least 5 or more years of experience working within engineering and product organizations that have distributed teams and management structure.
• Be well versed with scrum and waterfall methodologies
• Be well versed in product development lifecycle
• Be familiar with mobile development and SOA architecture, understand gaps and have the expertise to recommend quality improvements in processes, technology, tracking and/or tools and use metrics to influence decision making at the leadership level.
• Be the expert in test design and execution
• Be familiar with tools like Charles, Flipper to augment testing and debugging issues

Basic Qualifications

• Minimum of 5 years of Program Management in a technical development environment, quality program management, quality engineering or product operations
• Minimum of 1-2 years leading a large scale program from inception to post launch

Preferred Qualifications

• Detail oriented with the ability to thrive in a fast moving, ambiguous environment where priorities are ever changing as the business grows and adapts globally.
• Excellent written and verbal communication skills and exceptional emotional intelligence. Ability to influence and motivate people across broad job functions through your relationships.
• Strong organizational skills to lead multiple, challenging priorities simultaneously, without losing sight of the highest priority items.
• Strong technical, analytical and quantitative skills. Uses data and metrics to back up assumptions, recommendations and drive decisions.
• Ability to work across different time zones
• Proficient in Jira

For New York, NY-based roles: The base salary range for this role is USD$152,000 per year - USD$169,000 per year.

For Phoenix, AZ-based roles: The base salary range for this role is USD$122,000 per year - USD$135,500 per year.

For San Francisco, CA-based roles: The base salary range for this role is USD$152,000 per year - USD$169,000 per year.

For Seattle, WA-based roles: The base salary range for this role is USD$137,000 per year - USD$152,000 per year.

For all US locations, you will be eligible to participate in Uber’s bonus program, and may be offered an equity award & other types of comp. You will also be eligible for various benefits. More details can be found at the following link https://www.uber.com/careers/benefits.

Uber is proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know by completing this form.

Offices continue to be central to collaboration and Uber’s cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role.