About the Role

The Uber Technical Program Management (TPM) team drives high-impact, cross-functional initiatives and builds frameworks to enhance the effectiveness of our engineering and product organizations. Within the Customer Obsession team, our mission is to redefine customer care through innovation, automation, and intelligent systems that deliver outstanding support experiences.

As a Staff TPM on the Customer Obsession team, you will play a critical role in executing strategic programs that enhance support systems across Uber’s global platform. You will work closely with engineers, product managers, data scientists, and other stakeholders to conceptualize, implement, and optimize scalable support technologies, including generative AI. Your leadership will drive operational efficiency, service reliability, and customer satisfaction through automated and intelligent solutions.

You should be deeply technical, collaborative, and have a customer-first mindset. This role requires experience with complex systems, excellent communication skills, and the ability to lead initiatives that span teams, geographies, and business units.

What the Candidate Will Do

• Lead and manage end-to-end technical programs focused on customer support and experience, driving solutions that leverage AI, automation, and data analytics.
• Partner with engineering, product, data science, and operations teams to design and deliver scalable solutions for omnichannel support.
• Identify and prioritize customer pain points and support inefficiencies to guide roadmap development.
• Organize and align multiple cross-functional teams for efficient delivery, setting goals and clear success metrics.
• Mentor team members and contribute to a culture of continuous improvement and operational excellence.
• Act as the bridge between technical and non-technical stakeholders, ensuring clarity and alignment across functions.
• Track progress, resolve blockers, manage risks, and report program status to leadership and stakeholders.

Basic Qualifications:

• Bachelor's degree in Computer Science, Engineering, or a related technical field (or equivalent practical experience).
• 14+ years of experience as a Technical Program Manager or Technical Lead or Engineering Manager in software or systems development.
• Proven experience managing large-scale technical programs across complex, distributed systems.
• Familiarity with customer support platforms or consumer facing products, AI-driven support or technology systems, or enterprise-scale automation tools.
• Strong technical acumen with an ability to engage with engineers on architecture and implementation decisions.
• Exceptional organizational, communication, and leadership skills.

Preferred Qualifications:

• Experience working on customer support technologies or experience management platforms is a plus.
• Knowledge of machine learning, natural language processing, or generative AI concepts and their applications in support systems.
• Data-driven mindset with strong analytical skills to define and measure KPIs.
• Ability to drive strategic alignment across diverse teams in a dynamic environment.
• Experience working in high-growth or fast-paced organizations with global reach.

For San Francisco, CA-based roles: The base salary range for this role is USD$211,000 per year - USD$234,000 per year.

For Sunnyvale, CA-based roles: The base salary range for this role is USD$211,000 per year - USD$234,000 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. You will also be eligible for various benefits. More details can be found at the following link https://www.uber.com/careers/benefits.

Uber is proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know by completing this form.

Offices continue to be central to collaboration and Uber’s cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role.