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.

Uber's mission is to reimagine the way the world moves for the better. Here, bold ideas create real-world impact, challenges drive growth, and speed fuelds progress. What moves us, moves the world - let's move it forward, together.

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.

Accommodations may be available based on religious and/or medical conditions, or as required by applicable law. To request an accommodation, please reach out to accommodations@uber.com.