Uber

Program Manager

Uber • $131K — $160K *
New York, NY 10025In-Person
Information Technology
Less than 5 years of experience
Today
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Job Overview by Ladders

Qualifications

  • Master's degree in Conversational Design, Business, Project Management, Information and Knowledge Strategy or related field and 3 years of relevant experience.
  • Expertise in prompt engineering and optimization for large language models (LLMs).
  • Strong skills in stakeholder management and change management project delivery.
  • Experience in building retrieval-augmented generation (RAG) chatbots using vector databases.
  • Proficiency in model fine-tuning for domain-specific tasks using APIs like HuggingFace or OpenAI.
  • Knowledge of implementing Python for data analysis and machine learning workflows, especially in cloud environments like GCP.
  • Familiarity with qualitative data analysis, including thematic and sentiment analysis.

Responsibilities

  • Define and implement communication standards between agents and customers.
  • Help shape the quality standards for user-facing support bots.
  • Serve as a Conversational Designer for Uber Customer Support.
  • Collaborate with Product and Engineering teams to refine Response Generation prompts.
  • Evaluate the performance of agent interactions at a large scale.
  • Optimize support resolution workflows to enhance interaction efficiency.
  • Coordinate strategic projects among various teams related to customer support.

Benefits

  • May telecommute.
  • Opportunity for professional growth within a dynamic team.
  • Engage in strategic projects that impact global operations.
Full Job Description
Job Description

What you'll do
  • Define and implement agent-customer communication standards.
  • Help define quality for user-facing support bots.
  • Conversational Designer for Uber Customer Support.
  • Work with Product and Engineering to update the Response Generation prompt.
  • Evaluate the performance of our agent interactions at scale.
  • Optimize support resolution steps for interaction efficiency.
  • Work with engineering teams to optimize how knowledge is used within a customer-support conversation.
  • Design prompt improvements for chatbots powered by LLMs.
  • Develop, own, and implement short & long-term strategies for agent responses in support interactions.
  • Work with our Metadata team to improve intent identification.
  • Continuously enhance all agent-response products to ensure improvement to key metrics & user efficacy.
  • Coordinate strategic projects between GDX, CO, and Global Content.
  • May telecommute.

Basic Qualifications
  • Employer will accept a Master's degree in Conversational Design, Business, Project Management, Information and Knowledge Strategy, or related field and 3 years of experience in the job offered or in a related occupation.
  • Position requires:
    • Prompt engineering and optimization for LLMs to optimize responses, design structured task flows, and improve model accuracy and efficiency in dynamic contexts;
    • Applying large language models (LLMs) to extract insights, automate processes, and generate high-quality natural language outputs for business or technical use cases;
    • Stakeholder management skills, including in delivering change management projects to launch new enterprise-wide tools or systems;
    • Building retrieval-augmented generation (RAG) chatbots with a vector database, similarity search-based reranking and retrieval, and response generation for combining proprietary data sources with generative AI models that ensures factual and contextually grounded outputs;
    • Model fine-tuning for customizing pre-trained LLMs on domain-specific datasets, improving performance on targeted tasks such as Q&A through at least one of the following: HuggingFace's API, OpenAI's API;
    • Implementing Python code for data analysis, automation, API integration, and machine learning pipeline development, including libraries like Pandas, NLTK, Scikit-learn, or PyTorch, and utilizing cloud environments like Google Cloud Platform (GCP) for deploying and managing machine learning models, orchestrating data workflows, and scaling compute resources efficiently;
    • Qualitative analysis of text data, including thematic analysis and sentiment analysis to interpret customer feedback, identify emerging issues, and inform product, marketing, or support strategies;
    • Designing a knowledge management strategy, roadmap, and implementation framework to ensure that stakeholders can share and access the needed information and knowledge at the right time;
    • Designing a continuous improvement process through retrospectives, lessons learned capturing, and cycles of feedback integration;
    • Information Architecture for maintaining metadata, tagging, findability, and knowledge retrieval systems;
      Information organization for organizing, structuring, and maintaining high-quality documentation and knowledge assets;
    • Understanding of knowledge base content curation and best practices, including background in content creation and curation, copy-editing and style guidelines that inform conversational design.


About Uber

Uber Entertainment, Inc. is a privately held video game development company headquartered in beautiful downtown Kirkland, WA. Uber is currently developing Planetary Annihilation, a next generation real time strategy game of epic proportions.

Uber Careers

There has never been a better time to join our global team of Uber professionals—pioneers in the world of transportation and technology. Work you’ll do Join Uber’s industry-leading team to help drive forward the future of mobility and logistics for some of the world’s most dynamic cities and populations. Transform the way the world moves with the brightest minds at Uber, where innovation meets functionality to create solutions for everyday challenges. Lead from a unique position in the marketplace, at the intersection of technology, operational excellence, and user-centric design. Work with a global team of business and technology advisors to help clients and cities navigate their paths towards more efficient and sustainable urban transport solutions. Collaborate with a diverse group of Uber experts worldwide – a team dedicated to rethinking and improving the way the world moves. Introducing the Uber Innovation Hub We are building a market-leading team to pioneer advancements in transportation and logistics, ensuring Uber remains at the forefront of mobility solutions. Do innovative work Join a group of exceptional professionals where your skills in technology, leadership, and creativity can flourish. At Uber, innovation isn’t just a buzzword—it's the core of everything we do. Deliver targeted solutions through a depth and breadth of expertise and innovation that’s second to none, enhancing how cities, companies, and communities connect. Be part of a great team Engage with a wide-ranging technology stack and harness the unparalleled capabilities, global scale, and collective problem-solving skills of our diverse team. Future-proof your career Advance your career with Uber’s commitment to professional growth, offering extensive training, development, and certification support. Go as far as your ambition takes you with limitless job opportunities in a company that’s reshaping the world’s approach to transportation. Explore Uber’s approach to predictive maintenance ensures our fleet remains ready and efficient, reducing downtime and improving service reliability. Our end-to-end mobility solutions are transforming the way cities think about transportation, making Uber a key player in the future of urban mobility. The Uber Leadership and Innovation Alliance Our combined service capabilities, global scale, and joint solution development help overcome challenges and lead transformation in the transportation industry. Clients and cities around the globe look to Uber for new strategies and solutions to drive growth and innovation in the digital era. Stay connected Join Our Team Search open positions that match your skills and interest. We look for passionate, curious, creative, and solution-driven team players ready to redefine the world of mobility. SEARCH UBER JOBS Keep Up to Date Stay ahead with career tips, insider perspectives, and industry-leading insights you can put to use today—all from the people who drive at Uber. READ CAREERS BLOG Job Alert Emails Personalize your subscription to receive job alerts, latest news, and insider tips tailored to your preferences. Explore the exciting and rewarding career opportunities that await at Uber.
Learn more about Uber
Size
29,300 employees
Market Cap
$48.6 billion
Industry
Transportation
Net Income
-$6.7 billion
Founded
2009
5 Year Trend
+35.3%
Revenue
$11.1 billion
NASDAQ
UBER
* Ladders Estimates

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