Sr. Program Manager - Conversational AI

About the Role

At Uber, the Digital Experience Products Insights and Rollouts team is at the forefront of delivering magical user experiences through intuitive, efficient, and innovative self-support services, all while maximizing the efficiency of contact center agents with thoughtful investments.

As a Senior Program Manager within this dynamic team, you will lead initiatives aimed at enhancing the support provided to our customers and business partners within Community Operations.

Your role is critical in developing impactful digital support experiences, leveraging deep insights into how our Generative AI / LLM/ conversational AI products benefit our stakeholders.

You will play a pivotal role in defining product priorities, using data and market insights to drive timely enhancements and well-informed strategies. As a visionary problem solver, you will navigate ambiguity and conflicting priorities to design solutions that scale across LATAM. You will strengthen feedback loops across Customer Obsession (CO Product), Operations, and Community Operations, oversee product rollouts, and proactively address challenges. This role blends strategic foresight with hands-on execution, requiring a deep understanding of customer pain points and emerging technologies to shape the future of customer support at Uber.

What you’ll do:

• Take Ownership: Manage the program for the LATAM mega-region end-to-end, aligning closely with Uber’s strategic objectives.
• Be the Go-To Expert: Serve as the primary point of contact for the leadership team, ready to provide insights on market dynamics, product performance, strategic decisions, program strategy, and execution across markets, as well as key program metrics, OKRs, and KPIs.
• Drive Collaboration: Champion strong cross-functional teamwork to enable swift and effective adoption of new global products, ensuring the customer’s voice is always central to product design.

At Uber, we ignite opportunity by setting the world in motion. We tackle significant challenges to help drivers, riders, delivery partners, and eaters get moving in over 10,000 cities worldwide.

Uber champions collaboration and views our offices as central hubs for innovation and connection. While we support flexibility, employees are expected to spend at least 60% of their time in their assigned Uber office unless a full-remote work arrangement has been formally agreed upon.

Uber is proud to be an equal opportunity employer, committed to fostering a diverse and inclusive environment. We invite applicants from all backgrounds to join us in transforming customer experiences and pushing the boundaries of digital support. If you have the curiosity, passion, and collaborative spirit, join us and let’s reimagine how the world moves together.

Basic Qualifications

• Holds a Bachelor’s degree in Computer Science, Engineering, or a related field.
• Brings a minimum of 7 years' experience in technology, consulting, operations, or similar agile, project-based environments, showing significant impact.
• Versatile expertise in business strategy, technology, program management, and cross-functional leadership.
• Exceptionally strong stakeholder management skills and the ability to handle pushbacks.
• Passionate about enhancing customer experience, backed by a solid technical foundation, exceptional product judgment, and an innovative mindset.
• Committed to quality, customer-first thinking, and continuous personal and professional development.
• Excellent communication skills, capable of articulating complex ideas clearly and persuasively.
• Demonstrates leadership through vision, excellence, and the ability to inspire trust and collaboration.
• Skilled in data-driven decision-making, with strong analytical and problem-solving abilities.
• Proven track record in operational excellence, project management, and stakeholder management.
• A track record of leading high-visibility projects within large organizations.
• Resilience, positivity, and the ability to ‘fail fast’.

Preferred Qualifications

• MBA or equivalent training/experience.
• 10+ years of experience in technology, consulting, operations or other highly agile, project-based environments.
• Prior experience with conversational AI product optimization and/ or generative AI product development.
• SQL / Python / prompt engineering skills strongly preferred.
• Your experience includes Customer Support, Automation, Contact Center operations, and/or Design Thinking.
• You’re familiar with software development principles and flowcharts.
• Entrepreneurial spirit - the drive to continually build and improve all processes.
• Experience developing and delivering executive communications.
• Obsession with delivering a great customer experience.

Uber’s mission is to reimagine the way the world moves for the better. Here, bold ideas create real-world impact, challenges drive growth, and speed fuelds progress. What moves us, moves the world - let’s move it forward, together.

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.

• Accommodations may be available based on religious and/or medical conditions, or as required by applicable law. To request an accommodation, please reach out to accommodations@uber.com.