Delivery Quality Transformation Lead - AI

Uber; Chicago (IL); On-site; USD 118,000 - 131,000; Full time

Benefits offered by this job

Bonus program

Equity

Benefits

Job summary

Uber is seeking a Sr Program Manager, Delivery Quality in Chicago to lead a global QA team and drive an AI-powered Quality Intelligence model that moves beyond audits to real-time enablement.

You will partner across CET and Delivery Enablement, shaping strategy and measuring impact on CSAT, resolution efficiency, and frontline performance. This role offers in-office collaboration with flexible hours.

Qualifications

• Experience leading quality management or enablement programs in tech or fast-paced marketplaces.
• Proven ability to translate quality strategy into actionable coaching and processes.
• Experience with AI-powered quality tools and data-driven decision making.

Responsibilities

• Lead, mentor, and grow a global QA Specialists team.
• Develop and execute a tech-forward quality strategy with AI tools.
• Bridge quality insights to agent coaching and playbooks.
• Use data to identify gaps and drive frontline performance improvements.
• Operationalize the Quality@Uber framework across CET and Delivery Enablement.
• Collaborate with Centrale Enablement and Transformation teams to drive impact.
• Baseline metrics and drive improvements in CSAT and resolution times.
• Partner with stakeholders to deliver dynamic, scalable solutions.

Skills

Quality management

Program management

Enablement

Operational leadership

Cross-functional leadership

Stakeholder management

AI integration

Data analysis

Change management

Education

Bachelor's Degree

Tools

Observe.AI

NICE

Job description

Uber is seeking a Sr Program Manager, Delivery Quality in Chicago to lead a global QA team and drive an AI-powered Quality Intelligence model that moves beyond audits to real-time enablement.

You will partner across CET and Delivery Enablement, shaping strategy and measuring impact on CSAT, resolution efficiency, and frontline performance. This role offers in-office collaboration with flexible hours.