Program Leader, GenAI & Voice AI Innovation

Job description

About the Role The 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 Do

Program & 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 0→1 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.

Responsibilities

For 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

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.