Senior Delivery Quality Lead - AI-Driven Enablement

Uber; New York (NY); On-site; USD 131,000 - 145,000; Full time

Benefits offered by this job

Bonus program

Equity award

401(k) plan

Various benefits

Job summary

Uber is seeking a Sr Program Manager, Delivery Quality to lead a global QA team and shape a modern Quality Intelligence model. You’ll redefine how quality drives frontline enablement, tying AI-driven evaluations to coaching and playbooks across Delivery Enablement.

You will partner with CET, frontline operations, and CommOps to deliver measurable impact on CSAT, resolution times, and compliance. Expect a fast-paced, highly collaborative environment with both in-office and flexible hours, and a

Qualifications

• Minimum 4 years in quality management, program management, enablement, or operations leadership in tech or fast-paced multi-side marketplaces.
• Bachelor’s Degree required.

Responsibilities

• Lead, mentor, and upskill a global QA team.
• Develop and execute an AI-led quality strategy with automated evaluations.
• Bridge quality with agent enablement to coaching frameworks and playbook updates.
• Identify macro trends and close frontline performance gaps.
• Operationalize the Quality@Uber framework across global Delivery operations.
• Collaborate across CET, frontline ops, and CommOps to drive transformation.
• Set baselines and drive improvements in CSAT, resolution efficiency, and time to resolution.

Skills

Quality management

Program management

Enablement

Cross-functional leadership

Education

Bachelor’s Degree

Tools

Observe.AI

NICE

NLP models

Job description

Uber is seeking a Sr Program Manager, Delivery Quality to lead a global QA team and shape a modern Quality Intelligence model. You’ll redefine how quality drives frontline enablement, tying AI-driven evaluations to coaching and playbooks across Delivery Enablement.

You will partner with CET, frontline operations, and CommOps to deliver measurable impact on CSAT, resolution times, and compliance. Expect a fast-paced, highly collaborative environment with both in-office and flexible hours, and a