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Program Specialist IV - AI Bugs & Outages

Uber Technologies, Inc.
Phoenix, USA
Full-time
Junior · 2+ years experience
Onsite
Discovered 1 weeks ago
Communication

Full Job Posting

Basic Qualifications

  • At least 2 years of experience in project management or program operations in a high-stakes, fast-moving environment.
  • Proficiency in advanced project management frameworks and global coordination tools.
  • Proven proficiency in problem-solving, collaboration, and stakeholder management at a global or cross-site level.
  • Advanced organizational, planning, and communication skills.
  • Demonstrated analytical skills with the ability to connect project performance to business metrics.

Preferred Qualifications

  • 3+ years of experience leading cross-functional projects, continuous improvement programs, or technical operations initiatives.
  • Proven track record of translating operational insights and data trends into actionable requirements for Product, ENG, Policy, or Operations partners.
  • Demonstrated experience in project management: managing project lifecycles end-to-end, defining milestones, setting controls, and driving partner accountability.
  • Practical experience operationalizing AI, automation, or data tools to streamline repetitive analysis and workflow execution.
  • Experience designing operational standards, quality frameworks, or support workflows.
  • Strong written and verbal communication skills with experience presenting to senior leadership.

Responsibilities

  • For Phoenix, AZ-based roles: The base hourly rate amount for this role is USD $30.70 per hour.
  • For San Francisco, CA-based roles: The base hourly rate amount for this role is USD $34.21 per hour.
  • For all US locations, you will be eligible to participate in Uber's bonus program, and may be offered 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.
  • Improve Prevention Ownership: Prioritize recurring avoidable and reducible issue themes surfaced by AI and operational investigations.
  • Cross-Functional Action Translation: Translate diagnostic themes into clear, concrete action items and roadmaps for Knowledge, Support Operations, Vendor Management, Policy, Product, and Engineering teams.
  • Program Execution & Stakeholder Accountability: Lead end-to-end project execution, establish program controls, manage dependencies, and hold cross-functional partners accountable for upstream defect remediation.
  • Inflow Reduction & Measurement: Establish baseline metrics and rigorous measurement frameworks to quantify whether process and product interventions sustainably reduce inflow, prevent repeat contacts, and improve CX.
  • Closed-Loop Systemic Enablement: Feed prevention learnings directly back into Knowledge Bases (KB), Troubleshooting Guides (TSG), escalation logic, frontline automations, and AI models.
  • Operational Standards & Governance: Define escalation workflows, operating standards, quality frameworks, and control mechanisms to ensure consistent operational execution across global sites.
  • AI Operationalization & Change Management: Operationalize new AI-enabled workflows and analytical tools, establish adoption plans, run agent enablement, and ensure new operating methods stick.
  • Executive Communication: Synthesize complex performance data, mitigation impact, and program statuses into high-level slide decks, executive narratives, and stakeholder reviews.

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