Uber
Senior Program Manager, Delivery Quality
$118K–$145K
Chicago, Illinois +1 · Manager · Full-time · Posted Oct 30, 2026
- Location
- Chicago, Illinois
New York City, New York - Experience
- Minimum 4 years; preferred 5–8 years.
- Education
- Bachelor's Degree
About the job
Leads global QA Specialists and transforms Delivery quality operations into an AI-enabled, data-driven frontline enablement model.
What you'll do
- Lead and develop global QA Specialists while setting and executing Delivery’s quality strategy using AI tools, automated evaluations, and smart sampling.
- Turn quality insights into agent coaching, learning interventions, playbook updates, and targeted operational improvement plans.
- Analyze operational data, identify performance gaps, and measure impact on customer satisfaction, resolution efficiency, compliance, and agent proficiency.
What they ask for
- At least 4 years of experience in quality management, program management, enablement, or operations leadership in technology, transportation, or fast-paced multi-sided marketplaces.
- Bachelor's Degree
Nice to have
- Experience with AI quality tools, complex data analysis, quality frameworks, cross-functional transformation, or global support operations.
- Familiarity with conversational intelligence tools such as Observe.AI, NICE, or custom automated QA / NLP scenario models.
Pay
USD $118,000 per year - USD $131,000 per year base salary (Chicago); USD $131,000 per year - USD $145,000 per year base salary (New York City)
Tools
AI tools, automated quality evaluations, Q@U, AI Coaching, Observe.AI, NICE, automated QA / NLP scenario models
AI focus
Use AI and automated quality evaluations to expand quality coverage, enable targeted coaching, identify trends, and close frontline performance gaps.
Model-written summary · the original posting is authoritative