Program Manager, AI & Customer Support

Uber; New York (NY); Hybrid; USD 131,000 - 160,000; Full time

Job summary

Uber is seeking a Program Manager to own strategy and execution of initiatives impacting riders, earners, and merchants. You will navigate ambiguity, influence stakeholders, and drive data-backed outcomes at a global scale.

Rate of Pay: $131,000 to $160,000 per Year. Eligible for benefits and telecommuting options. Offices emphasize in-person collaboration with partial remote work allowed.

Qualifications

• Master's degree in Conversational Design, Business, PM, Information/Knowledge Strategy or related field with 3 years of experience.
• Experience with LLMs, prompt engineering, and enterprise tooling.
• Strong stakeholder management and change-management capabilities.

Responsibilities

• Define and implement agent-customer communication standards.
• Help define quality for user-facing support bots.
• Design prompts and improve chatbot responses for Uber Customer Support.
• Collaborate with Product and Engineering to refine response generation prompts.
• Evaluate agent interactions at scale and optimize resolution steps.
• Advance knowledge management and metadata usage in conversations.

Skills

Prompt engineering

LLMs

Stakeholder management

RAG chatbot design

Python data analysis

Knowledge management

Continuous improvement

Information architecture

Education

Master's degree in Conversational Design/Business/PM/Info Strategy

Tools

Pandas

NLTK

Scikit-learn

PyTorch

GCP

Job description

Uber is seeking a Program Manager to own strategy and execution of initiatives impacting riders, earners, and merchants. You will navigate ambiguity, influence stakeholders, and drive data-backed outcomes at a global scale.

Rate of Pay: $131,000 to $160,000 per Year. Eligible for benefits and telecommuting options. Offices emphasize in-person collaboration with partial remote work allowed.