Senior Program Manager, AI-Driven Quality Enablement

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

Job summary

Uber Technologies Inc. is seeking a Sr Program Manager, Delivery Quality in New York City to lead a global QA team and drive an AI-enabled quality strategy. You will partner with Delivery Enablement, CET, and Ops to convert Quality Intelligence into targeted coaching and playbooks.

The role emphasizes data-driven decision making, frontline enablement, and measurable impact on CSAT and operational efficiency.

Qualifications

• Bachelor's degree is required.
• 4+ years in quality, program management, enablement, or operations leadership in tech or fast-paced marketplaces.
• Experience integrating AI tools into quality workflows to enhance coverage.
• Strong analytical capabilities and data-driven mindset.

Responsibilities

• Lead, mentor, and upskill a global QA Specialist team strategically.
• Develop and execute AI-led quality strategy for Delivery.
• Bridge quality insights to agent coaching and playbook updates.
• Translate signals into targeted performance improvements.
• Analyze data to identify systemic gaps and trends.
• Champion the Quality@Uber framework across global ops.
• Collaborate with CET, frontline ops, and CommOps on enablement initiatives.
• Set baselines and drive improvements in CSAT, resolution time, and compliance.

Skills

Quality management

Program management

Enablement leadership

Cross-functional collaboration

AI integration

Data analysis

Operational excellence

Strategic thinking

Global team leadership

Education

Bachelor's Degree

Tools

Observe.AI

NICE

Job description

Uber Technologies Inc. is seeking a Sr Program Manager, Delivery Quality in New York City to lead a global QA team and drive an AI-enabled quality strategy. You will partner with Delivery Enablement, CET, and Ops to convert Quality Intelligence into targeted coaching and playbooks.

The role emphasizes data-driven decision making, frontline enablement, and measurable impact on CSAT and operational efficiency.