Strategic Program Manager - AI Conversations & Ops

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

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.