Sr Staff Technical Program Manager

Job description

**About The Role** Uber's Customer Obsession team builds the platform and AI powering world-class support across mobile, web, and voice at global scale. We are looking for a **Senior Staff TPM** to lead the strategic portfolio of programs focused on architecting, productionizing, and scaling GenAI systems that resolve customer issues end-to-end. In this role, you will replace fragmented, manual processes with reliable, AI-driven automation while pushing the state of the art in **LLM orchestration, agentic architectures, safety guardrails, and real-time voice.** We are seeking a leader who has navigated the full development lifecycle of GenAI systems and can hold a high bar for reliability and quality at massive scale. You will be the primary driver of cross-functional execution, ensuring our teams deliver a seamless, multilingual, and safe experience for users worldwide. **What The Candidate Will Need / Bonus Points** ---- What the Candidate Will Do ---- **Drive Strategic Planning & Alignment:** Lead the annual and quarterly planning cycles for the Customer Obsession (CO) Org. You will ensure engineering roadmaps are aligned with Uber's top-line priorities and proactively de-risk dependencies across critical adjacent orgs **Streamline Operations for High-Stakes Programs:** Act as the "special ops" lead for critical programs marked as **"At Risk."** You will conduct deep-dive technical audits, identify systemic bottlenecks, and re-align cross-functional resources to bring complex launches back on track. **Enforce Governance & Operational Quality:** Define the "Definition of Ready" and "Definition of Done" for the GenAI portfolio. You will mandate strict standards for **instrumentation, observability, and safety guardrails,** ensuring no service hits production without meeting Uber's global "Launch Readiness" bar. **Establish appropriate Communication Cadence:** Design and run the operating rhythm for the org, including strategic reviews. You will own the high-visibility communication strategy, including executive newsletters that synthesize portfolio health for stakeholders. **Mentor and Scale the TPM Craft:** Serve as a foundational leader in Uber's TPM community. You will develop performance rubrics, mentor Staff/Senior TPMs, and institutionalize program management frameworks across Uber Engineering globally. **Basic Qualifications** **Experience in Large-Scale Portfolio Management:** Minimum of 10+ years as a TPM or Engineering Leader, with 5+ years managing high-stakes portfolios that span multiple organizations. You have a track record of driving programs that directly impact the company's bottom line and global user base. **Technical Breadth in AI & Platforms:** Proven ability to lead complex technical transitions (e.g., migrating legacy support logic to GenAI-driven agentic architectures). You must be comfortable leading architectural design reviews and deep-diving into LLM orchestration, evaluation guardrails, and real-time data integrations. **Executive-Level Communication & Influence:** Demonstrated ability to drive alignment among VP and Director-level stakeholders across Engineering, Product, Science, and Finance. You are adept at navigating conflicting priorities and securing long-term resource commitments. **Operational Rigor:** Experience establishing "War Room" protocols, daily/weekly execution cadences, and automated reporting to keep large, distributed teams synchronized. **Preferred Qualifications** **Domain Expertise in AI/ML & Customer Support Tech:** Deep experience with Conversational AI, LLMs, or NLP platforms. A sophisticated understanding of Human-in-the-loop (HITL) service models and the trade-offs between automated resolution and high-touch human support. **Operational Systems Design:** Expert-level proficiency in designing organizational operating models from scratch. This includes building custom issue-tracking frameworks, automated executive dashboards, and standardized "Global Launch Readiness" playbooks for high-risk AI deployments. **Change Management & Org Transformation:** Proven success in identifying and dissolving systemic organizational bottlenecks across a large engineering orgs. **Strategic Analytical Rigor:** Ability to perform independent root-cause analysis (via **SQL or AI-assisted data tools** ) to quantify customer pain points. You can translate raw data into a technical roadmap that delivers measurable savings. **AI-Augmented Productivity:** A "power user" of GenAI tools to automate TPM activities to increase the "velocity-of-information" across the portfolio. ~~ ~~