Ai experience policy specialist

The GenAI Manual Evaluations team serve as Uber’s human-in-the-loop quality, safety, and risk gate for AI deployments that will engage with our users. The team plays a critical role in ensuring AI meets a human bar and that our products can scale with consistent conformance, as well as prevent downstream impact by surfacing CX, policy, and financial risks before customer impact. The GenAI Manual Evaluations team is responsible for conducting end-to-end reviews of customer and agent interactions with Uber’s AI-powered support tools. We assess the full experience—from product behavior and agent responses to language quality, translations, policy accuracy, and knowledge base alignment. Our goal is to establish a scalable, continuous review process that ensures the quality of AI-driven support solutions and enables the seamless integration of new features. By identifying experience gaps and areas for improvement, we deliver actionable insights that directly inform product, engineering, and operations roadmaps.