Program Leader Support Ai Enablement – Mobility Emea Commops jobs at Uber

What You Will Do

• Analyze support escalations data to identify root causes and trends impacting customer experience, and collaborate with relevant teams to implement solutions.
• Lead cross-functional initiatives to drive defect reduction and process improvements across Product, Policy, and Support functions.
• Develop and present clear reports and insights to senior stakeholders and global partners to inform strategic decision-making.
• Manage ongoing communication and alignment with multiple teams to ensure timely resolution of high-priority customer issues.
• Improve support case resolution rates by identifying bottlenecks and working with teams to optimize workflows and resources.
• Support the creation and maintenance of escalation handling frameworks and best practices to improve operational effectiveness.

What You Will Need

• At least 3+ years of Customer Support related Program Leadership experience is required!
• Advanced analytical and problem-solving skills with a proven track record of driving root cause analysis and systemic improvements using complex support and escalation data.
• Demonstrated ability to lead cross-functional collaboration and influence senior stakeholders across Product, Policy, Operations, and Support teams to resolve high-impact customer issues.
• Excellent communication and storytelling skills, capable of presenting complex insights clearly and persuasively to diverse audiences including leadership and global partners.
• Experience with advanced data analysis tools and techniques (e.g., SQL, Excel, BI platforms) to extract actionable insights from large and complex datasets.
• Background in customer experience, support operations, or escalation management within a fast-paced tech or consumer-facing environment.
• Proven success in driving process improvements and defect reduction initiatives that have significantly enhanced customer satisfaction or operational efficiency.
• Strong project management skills with experience coordinating cross-functional teams and managing multiple priorities to deliver impactful results.

* 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 .

What the Candidate Will Do

1. Manage team performance and drive results, guide adherence to policies
2. Lead, coach, mentor, and motivate employees
3. Partner with the Recruiting team on hiring
4. Lead improvements on support logic and processes
5. Address and resolve escalations or further escalate
6. Maintain stakeholder relationships
7. Drive accountability for policies and other guidelines
8. Execute root cause analysis action plans from escalations and agents’ performance
9. Leverage audit results from Service Quality members and guide towards progressive improvements; identify opportunities for additional training & development
10. Complete administrative and HR related tasks for the team

Basic Qualifications

• Some experience in retail, hospitality, or customer service in-person or contact center environment
• FOR INTERNALS: At least 1 year of informal leadership or SME experience
• FOR EXTERNALS: At least 1 year of people management experience
• Basic project management skills
• Proficiency in Google Suite
• Schedule flexibility for a 24/7 environment

Preferred Qualifications

• Supervisory or leadership experience—You have a demonstrated ability to set team goals, drive accountability, develop talent, and stay calm through challenging situations
• Maintain a positive, can-do demeanor and encourage others to do the same
• Excellent written and verbal communication skills
• Excellent interpersonal skills – You establish trust and effective working relationships with internal and external partners
• Strong time-management and organizational habits —You prioritize work effectively and drive multiple projects to completion at once

For Chicago, IL-based roles: The base hourly rate amount for this role is USD$29.50 per hour.

You will be eligible to participate in Uber's bonus program, and may be offered other types of comp. You will also be eligible for various benefits. More details can be found at the following link .

What You'll Do

• Catalog Onboarding : Manage the different pathways we enable merchants to bring on their product & inventory data onto the platform, focussing on quality assurance and reliability.
• Cross-Functional Collaboration: Partner with Commercial and Integration Engineering teams to integrate merchants’ catalog/inventory systems with Uber’s native catalog platform.
• Process Monitoring and Development: Design and monitor processes to ensure the accuracy, health, and reliability of product data across the platform.
• Product Feature Rollout: Assist in building and launching Uber’s Universal Product Database for EMEA countries, enhancing the accuracy and reliability of product information at scale.
• Category Growth Enablement: Support category-led growth opportunities, such as CPG (Consumer Packaged Goods) ads, by developing and leveraging category and product-level insights.

What You'll Need

• 3+ years of professional work experience in a related field (business operations, tech, analytics, consulting, banking, etc.)
• An analytical mindset and strong business acumen; you have experience using SQL and advanced Excel, and are comfortable translating technical details to business outcomes
• Highly collaborative; you know how to collaborate, engage and partner with a variety of different stakeholder groups in order to achieve shared goals

Preferred Qualifications

• Prior Grocery, FMCG or Retail experience (particularly in catalog/inventory management, business intelligence, analytics or merchandising functions)
• Proficiency in data manipulation, automation or scripting tools (e.g. Python, Google Apps Script, VBA, etc.) is a plus

* 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 .

As a Senior ML Engineer, you’ll translate ambiguous business and security needs into concrete ML problems, design and iterate on solutions, and take them end-to-end into production. This is greenfield work at the intersection of ML, security, and infrastructure, shaping how Uber secures AI at scale.

1. 5+ years experience in formulating ML problems from ambiguous business requirements especially in risk, fraud, or security contexts
2. Proficiency across a broad range of ML algorithms: tree-based models (XGBoost, LightGBM), classical statistical models (logistic regression, SVMs), and deep learning architectures (CNNs, RNNs, Transformers), with the ability to select and apply the right approach based on context and data.
3. Hands-on experience with feature engineering, model development, and productionization of ML pipelines.
4. Proficiency in PyTorch, TensorFlow, or similar ML frameworks, and in Python or comparable languages for scalable, production-grade systems.

1. Proven ability to own ML systems end-to-end: from requirement discovery → feature design → modeling → deployment.
2. Deep experience with advanced ML techniques, including ensemble methods, neural networks, graph-based models, and handling challenges like imbalanced data, feedback loops, and iterative retraining.
3. Familiarity with large-scale data/infra systems (Kafka, Pinot, Hive, Cassandra, Spark, Flink).
4. Background in access control, authentication, or enterprise security systems.
5. Track record of technical leadership: mentoring engineers, driving cross-functional initiatives, or shaping ML/security strategy.

1. Translate business and security needs into well-defined ML problems.
2. Develop, iterate, and productionize ML models that drive risk-adaptive decisions in real-time.
3. Engineer features from Uber’s risk systems, logs, and contextual signals.
4. Integrate ML systems into Uber’s critical access pathways (containers, APIs, gateways, data).
5. Collaborate across Security, Risk, and Infra teams to deliver scalable, production-ready solutions.
6. Provide leadership by mentoring junior engineers, evangelize ML best practices, and help shape ML strategy within AI Security.

For San Francisco, CA-based roles: The base salary range for this role is USD$198,000 per year - USD$220,000 per year.

For Sunnyvale, CA-based roles: The base salary range for this role is USD$198,000 per year - USD$220,000 per year.

About the Role

You will be primarily responsible for driving projects which promote,,and
improved E2E driver experience. Combined, delivering step-changes in these areas aims to directly impact accelerated growth and competitiveness in the region.

These are some of the activities you can expect in your day-to-day:

1. Own projects and support development of the strategy and tactics to deliver:
2. Improved reliability across the region, through driver behavior and quality improvements
3. Platform loyalty and improved on-platform engagement initiatives
4. First class driver experience with the platform on earnings, pain points, etc.
5. Operational or product enhancements; address key quality issues affecting driver experience with cross-functional initiatives
6. Collaborate with Tech to test and rollout features, and lead the GTM strategy
7. Monitor engagement and experience on the platform through analytics and insights gathering, deep-diving into reasons for underperformance and identify and act on improvement areas
8. Work closely with several operational and functional teams including EMEA regional operations teams, Safety, Marketing, Legal, Business Development, Policy & Comms teams as well as Tech stakeholders across the business to deliver projects.

What the Candidate Will Need:

1. Min 3 years of experience in strategy, operations, consulting, finance, or general management roles.
2. Strong analytical and problem-solving skills; confident using data to make decisions and build business cases.
3. Fluency in SQL and in working with data sets using Excel, Google Sheets, etc.
4. Proven ability to manage complex programs and multiple projects in parallel.
5. Good communication skills and stakeholder management—able to align diverse teams around shared goals.
6. Ability to work in a fast paced environment and to prioritize effectively.
7. Professional fluency in English.

- - - - Preferred Qualifications ----

1. Familiarity with AI or automation tools.
2. Comfortable building models or dashboards in R, Python, or Tableau.
3. Experience working with Product teams to shape or launch new solutions.
4. Proven ability to collaborate with cross-functional teams such as Tax, Legal, or Compliance.
5. Background in central or local operations, especially managing a portfolio of initiatives.

* 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 .

What You'll Do

As a Senior Engineer on the PaaS Platform team focusing on Platform Intelligence, you will be at the forefront of this transformation, building the intelligent systems that will define the future of Uber's platform engineering developer experience.

• Build AI-Powered Tooling : Design, build, and operate novel systems that leverage Generative AI and Large Language Models (LLMs) to create a world-class developer experience embedded in our existing offerings. This could be features like an AI assistant embedded in our platform UI and GenAI agents that provide instant support in Slack and Stack Overflow, or automatically generating actionable insights from our stakeholders’ interactions with our systems and extending Uber's current automated dev experience tools with intelligent code review and code patching functionalities

• Drive Platform Autonomy : You will be a key contributor in evolving our platform’s AI capabilities. A primary goal will be to empower engineers with assistants, tools and integrations that can autonomously orchestrate debugging, moving our support functions from manual to automated

• Deliver Company-Wide Impact : You will build and own the core tools and integrations in our PaaS platform that codify and automate developer advocacy for all platform resources. Your work will deliver measurable improvements in developer productivity, issue resolution speed, and overall developer satisfaction.

• Collaborate Across Uber : Work closely with Uber's central AI Tools team to leverage foundational models and AI infrastructure. You will also partner with platform and developer experience teams, collecting feedback to ensure the solutions you build solve the most critical user problems.

Basic Qualifications

• Bachelor's or Master’s degree in Computer Science or a related technical field, or equivalent practical experience.
• 5+ years of professional software engineering experience.
• Proficiency in one or more programming languages such as Go, Java, or Python.
• Passion for improving developer productivity and a data-driven mindset to decision-making.

Preferred Qualifications

• Hands-on experience applying AI, machine learning, or Generative AI to solve complex software engineering problems.
• Familiarity with Model Context Protocol (MCP) servers and agent-to-agent communication patterns.
• Recognized experience in building developer platforms, infrastructure, CI/CD, or tools that improve the software development lifecycle.
• Excellent communication skills and experience working cross-functionally to deliver complex projects.

* 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 .

In this role, you will be responsible for developing a safety program for AV fleet operations that assures the relevant infrastructure, operations and processes utilized in the course of AV rides and deliveries on the Uber Platform complies with safety-related regulatory requirements and conforms to industry standards and best practices that have been adopted at Uber and by our partners. This role will help establish Uber’s internal safety standards and associated requirements to be applied across all of Uber’s AV fleet partners operating on the Platform and support approaches to audit conformance with those standards and requirements. This will be a highly cross-functional role, requiring collaboration with internal and external stakeholders in the complex and evolving AV space. This role will involve program support, execution, and partner engagement responsibilities with a strong focus on cross functional collaboration.

Scope of Responsibility

1. Safety Management Execution: Support the implementation of Uber’s safety management system specific to AV fleet operations, including the four pillars of Safety Policy, Safety Risk Management, Safety Assurance, and Safety Promotions.
2. Continuous Improvement: Participate in the continuous improvement of safety processes and programs by analyzing feedback, identifying gaps, and suggesting enhancements to streamline safety operations.
3. Safety Program Execution: Execute or support the operationalization of Safety Programs such as Safety Assurance and Risk Assessment.
4. Partner Engagement: Work closely with Uber’s AV partners and fleet operators to understand their requirements for operations on the Uber Platform and creatively problem solve for mutually successful outcomes.
5. Cross-functional Leadership: Collaborate with many different skilled individuals across Uber, including business development, fleets, product management, legal, policy, safety operations, marketing, engineering, and regional operations teams
6. Industry Awareness: Stays current with safety & health industry trends, is a member of professional safety associations and has a strong network of safety professionals for best practice sharing.

Basic Qualifications

1. Safety Management Expertise: 5+ years of industry experience implementing and managing safety management programs in a transportation sector (AV’s, aviation, automotive, trucking, maritime, etc.)
2. Operational Safety: Experience implementing or supporting safety programs related to the use of vehicle operators for development, testing and operations.
3. Education: Bachelor’s or Master’s degree in safety, engineering, or related technical fields.

Preferred Qualifications

1. Advanced degree in safety, engineering, or related technical fields
2. Experience working with the International Civil Aviation Organization (ICAO) or other SMS frameworks
3. Experience performing data analysis and statistical analysis of operational safety data to generate safety performance indicators
4. A continuous improvement approach, with a history of quick adaptation and self-directed learning
5. A passion for creating empathetic, inspiring, and innovative transportation solutions in pursuit of positive societal outcomes
6. Communication & Relationship Building: Exceptional communication, negotiation, and relationship management skills, with the ability to work across different cultures and industries.

For New York, NY-based roles: The base salary range for this role is USD$155,000 per year - USD$172,000 per year.

For San Francisco, CA-based roles: The base salary range for this role is USD$155,000 per year - USD$172,000 per year.

For Washington, DC-based roles: The base salary range for this role is USD$155,000 per year - USD$172,000 per year.