Job DescriptionAbout the RoleThe Program Leader, GenAI & Voice AI Innovation sits within the Global Digital Experience (GDX) team - the digital service design arm of the global CommOps organization. This role owns the end-to-end operationalization of transformational GenAI and Voice AI programs: scoping products for high business impact, running vendor pilots, designing evaluation frameworks, removing implementation roadblocks, and building the phased playbooks that take a program from a handful of pilot calls to a multi-market, multi-language rollout.
This is a builder's role. You'll typically run more than one program at a different stage of maturity at the same time - a live vendor pilot needing daily quality monitoring, an expansion strategy needing market-by-market sequencing, and a cross-functional standing forum needing weekly alignment - and you'll be the person who can hold all three without dropping a thread.
The successful candidate combines strong technical and business acumen with the operational rigor to build repeatable frameworks (SOPs, evaluation rubrics, scale-up gates) out of a first-of-its-kind pilot, and the stakeholder management skill to bring Tech, Product, Ops, and external vendors along at the same time.
What You'll DoProgram & vendor management- Own end-to-end program management for GenAI/Voice AI pilots - from vendor selection and evaluation through phased global expansion - managing multiple programs at different stages simultaneously.
- Design and run structured vendor evaluation frameworks (manual call/transcript review + quantitative metrics) to select, compare, and manage competing GenAI vendors running parallel pilots on separate traffic splits.
- Own the day-to-day pilot operations during launch windows, including hands-on quality monitoring (e.g., reviewing live call/session volume) as a deliberate checkpoint before scaling traffic.
- Lead knowledge/API handoff and onboarding packages for external vendor partnerships.
Product scoping & policy design- Partner with Product Managers and Engineering to translate existing operational policy (e.g., rigid if/then decision trees) into conversational, agentic flows with guardrails suitable for GenAI/LLM-driven automation.
- Curate golden datasets with Product and Ops partners - hand-picking representative and edge-case scenarios - to ground evaluation and model tuning.
- Identify the right business problems and use cases to apply GenAI/Voice AI and quantify potential impact (e.g., cost savings, resolution rate, handle time, CSAT) to prioritize the roadmap.
Evaluation frameworks & quality governance- Author and maintain evaluation SOPs that define the standard for quality measurement across automated (on-platform) and manual (offline human judgment) evaluation tracks, including critical vs. non-critical error taxonomies.
- Run recurring QA review and calibration cadences; consolidate insights and KPIs into recommendations for Engineering and Product.
- Define and enforce phased scale-up gates (data review, manual evaluation sign-off, leadership sign-off) before expanding a program's scope, market, or traffic allocation.
Scaling & cross-functional leadership- Author multi-phase expansion strategies spanning markets, languages, and policy types, including market/policy selection criteria, rollout sequencing, and pre-launch requirements (legal/compliance, technical validation, evaluator readiness).
- Bring insights and feedback, socialize impact broadly, and hand over mature programs to BAU (Business As Usual) teams once scaled.
- Serve as the GDX point of contact / escalation owner for adjacent platform topics that intersect with your programs (e.g., AI safety/guardrail enablement decisions), clarifying ownership boundaries with partner platform teams.
- Represent your program portfolio in operating reviews, quarterly planning intake, and cross-functional standing forums (tech program syncs, weekly business/vendor syncs, quarterly alignment forums).
- Develop and maintain strong relationships with Tech and Ops stakeholders to communicate program status, educate on new capabilities, and evangelize adoption of transformative technology.
Basic Qualifications- Minimum 5 years of experience in Product Management, Program Management, or a related field.
- Bachelor's degree.
Preferred Qualifications- Bachelor's degree in Engineering, or MBA.
- 8+ years of experience in Product Operations, Program Management, or a similar role, including direct ownership of vendor pilots or 01 programs.
- Hands-on experience designing evaluation frameworks/rubrics and quality SOPs for AI or automation programs (golden datasets, calibration sessions, critical-error taxonomies).
- Experience with conversational AI / Voice AI / LLM-agent products, including translating operational policy into agentic flows with guardrails.
- Experience managing global, multi-market, multi-language program rollouts with phased gating criteria.
- Familiarity with AI safety, guardrail, or trust & safety considerations in production AI systems, and comfort acting as a cross-team escalation point on ambiguous ownership questions.
- Strong communication, problem-solving, and program management skills; ability to adapt to failed experiments and pivot quickly to new initiatives.
- Strong track record at a top-tier strategy consulting or tech firm delivering implementation projects.
- Ability to read technical documentation (PRDs, architecture diagrams) and translate it for operational and business stakeholders.
- Exceptionally strong stakeholder management skills and the ability to push back constructively.
- Data-driven mindset - comfortable defining and reporting on metrics like resolution rate, CSAT, average handle time, and cost savings to justify scale decisions.
- Obsession for delivering a great customer experience; strategic/visionary thinker.
ResponsibilitiesFor San Francisco, CA-based roles: The base salary range for this role is USD $162,000 per year - USD $180,000 per year.
For Sunnyvale, CA-based roles: The base salary range for this role is USD $162,000 per year - USD $180,000 per year.
For all US locations, you will be eligible to participate in Uber's bonus program, and may be offered an equity award & other types of comp. All full-time employees are eligible to participate in a 401(k) plan. You will also be eligible for various benefits.
