Program Manager

Sway; New York, Northern (NY, KY); Hybrid; USD 131,000 - 160,000; Full time

Benefits offered by this job

Bonuses

Equity

Benefits

Job summary

Uber is seeking a Program Manager to lead strategy and execution of initiatives shaping rider, driver, and merchant interactions at scale. You will balance technical rigor with customer-focused execution, working with product and engineering to refine prompts and responses.

You will influence stakeholders, manage complex programs, and drive data-backed decisions across teams, with eligibility for bonuses and benefits. Some in-office presence is required, with optional remote work where approved.

Qualifications

• Master's degree and 3 years of related experience.
• Proven prompt engineering and optimization for LLMs.
• Experience building retrieval-augmented generation (RAG) chatbots.
• Experience with vector databases, similarity search, and retrieval for knowledge sources.
• Experience in designing knowledge management and content curation.

Responsibilities

• Define and implement agent-customer communication standards.
• Help define quality for user-facing support bots.
• Converse with Product and Engineering to update prompts.
• Evaluate performance of agent interactions at scale.
• Improve knowledge usage within conversations.
• Design prompt improvements for chatbots powered by LLMs.
• Develop and implement short & long-term strategies for agent responses.

Skills

Prompt engineering

LLMs

Stakeholder management

Python

Data analysis

Education

Master's degree in Conversational Design, Business, Project Management, Information and Knowledge Strategy, or related field

Tools

Pandas

NLTK

Scikit-learn

PyTorch

Google Cloud Platform (GCP)

Job description

About the role and team

Leading programs at Uber means setting direction in motion, not waiting for perfect conditions. As a Program Manager, you'll be responsible for the strategy and execution of initiatives that directly impact how riders, earners, and merchants move through the Uber ecosystem. You'll navigate ambiguity and tackle complex operational challenges to drive real-world impact.

This role requires a mindset that thrives in challenging situations, balancing technical rigor with a deep obsession for the customer journey. You'll need to influence stakeholders and align diverse teams without relying on control, turning complexity into clarity at a global scale. If you are motivated by the chance to shape the future of real-world movement through structured, data-backed execution, this is where you'll make your mark.

Rate of Pay: $131,000 to $160,000 per Year

You will be eligible to participate in Uber's bonus program, and may be offered 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.

What you’ll do

• Define and implement agent-customer communication standards.
• Help define quality for user-facing support bots.
• Conversational Designer for Uber Customer Support.
• Work with Product and Engineering to update the Response Generation prompt.
• Evaluate the performance of our agent interactions at scale.
• Optimize support resolution steps for interaction efficiency.
• Work with engineering teams to optimize how knowledge is used within a customer-support conversation.
• Design prompt improvements for chatbots powered by LLMs.
• Develop, own, and implement short & long-term strategies for agent responses in support interactions.
• Work with our Metadata team to improve intent identification.
• Continuously enhance all agent-response products to ensure improvement to key metrics & user efficacy.
• Coordinate strategic projects between GDX, CO, and Global Content.
• May telecommute.
  

Basic Qualifications

• Employer will accept a Master's degree in Conversational Design, Business, Project Management, Information and Knowledge Strategy, or related field and 3 years of experience in the job offered or in a related occupation.
• Position requires:
  • Prompt engineering and optimization for LLMs to optimize responses, design structured task flows, and improve model accuracy and efficiency in dynamic contexts;
  • Applying large language models (LLMs) to extract insights, automate processes, and generate high-quality natural language outputs for business or technical use cases;
  • Stakeholder management skills, including in delivering change management projects to launch new enterprise-wide tools or systems;
  • Building retrieval-augmented generation (RAG) chatbots with a vector database, similarity search-based reranking and retrieval, and response generation for combining proprietary data sources with generative AI models that ensures factual and contextually grounded outputs;
  • Model fine-tuning for customizing pre-trained LLMs on domain-specific datasets, improving performance on targeted tasks such as Q&A through at least one of the following: HuggingFace's API, OpenAI's API;
  • Implementing Python code for data analysis, automation, API integration, and machine learning pipeline development, including libraries like Pandas, NLTK, Scikit-learn, or PyTorch, and utilizing cloud environments like Google Cloud Platform (GCP) for deploying and managing machine learning models, orchestrating data workflows, and scaling compute resources efficiently;
  • Qualitative analysis of text data, including thematic analysis and sentiment analysis to interpret customer feedback, identify emerging issues, and inform product, marketing, or support strategies;
  • Designing a knowledge management strategy, roadmap, and implementation framework to ensure that stakeholders can share and access the needed information and knowledge at the right time;
  • Designing a continuous improvement process through retrospectives, lessons learned capturing, and cycles of feedback integration;
  • Information Architecture for maintaining metadata, tagging, findability, and knowledge retrieval systems;
    Information organization for organizing, structuring, and maintaining high-quality documentation and knowledge assets;
  • Understanding of knowledge base content curation and best practices, including background in content creation and curation, copy-editing and style guidelines that inform conversational design.

Ready to Ride?

This isn't the kind of place where you follow a playbook — it's where you help write one. If you're driven by impact, energized by challenge, and ready to shape how the world moves — we'd love to hear from you.

You may be eligible for bonuses, equity, and other compensation, as well as a range of benefits. Explore our benefits.

Offices remain key to collaboration and Uber's culture. Unless approved for full remote work, employees must spend at least 50% of their time in-office. Some roles, like those at greenlight hubs, require full-time in-office presence. Ask your Recruiter for details about this role's requirements.

Uber is proud to be an Equal Opportunity 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.