Uber
Website:
uber.com
Job details:
About The Role
As a Product Manager for Customer Obsession, you will be responsible for contributing to the development of self-service and proactive support solutions to deliver exceptional customer experiences across mobile, web, and voice platforms for Uber customers. You will focus on automating key consumer workflows across Rides and Eats using best-in-class technologies (including LLMs, AI/machine learning, and NLP), while also helping shape intuitive end-to-end support experiences, at a scale that has never been done before in the industry.
What The Candidate Will Need / Bonus Points
---- What the Candidate Will Do ----
- Support the roadmap and execution of self-serve solution across Rides and Eats, focusing on high-impact customer experiences
- Contribute to the design and development of automated, LLM-powered resolutions, ensuring they are accurate, scalable, and user-friendly
- Internalize and deeply understand Uber's mission and strategies, as well as the mission and objectives of your specific team. Contribute to team vision and strategy, and support alignment across cross-functional partners
- Be incredibly truth-seeking. Collect data to inform product direction, including user behavior, support trends, and workflow performance. Solicit and welcome critical feedback
- Work closely with a massive global community operations organization to build efficient and scalable customer support experiences
- Be incredibly truth-seeking. Collect whatever data is necessary to inform product direction, whether in the form of competitive intel, user behavior or other business metrics. Solicit and welcome critical feedback.
- Drive innovation, definition, deliverables planning (roadmap) and design of entirely new product features to deliver against team and company goals. Requires challenging all members of cross-functional team (engineering, design, etc.) to think boldly and creatively and then funnel that energy into concrete products and execution plans.
- Clearly communicate product plans, benefits and results, as appropriate, to a spectrum of audiences, from internal stakeholders to Uber executives, employees, and customers
Basic Qualifications
- This role demands real passion for the customer, great technical depth, principled thinking, well-honed product judgment, a stubborn refusal to settle, bold innovation, a high design bar and a mentality of starting with the customer first and working backwards
- At least 1 year experience delivering highly successful web or mobile products with your signature all over them
- Excellent understanding of Mobile & Web development and automation technologies
- Data-driven decision-making ability
- A "driver" personality - constantly pushing toward clarity and delivery while balancing the need for great collaboration
- High standards across the board - from your own contributions to the people you work with to the products you work on
Preferred Qualifications
- Experience with ML, NLP, AI, Chatbots a significant plus
- Grittiness: You don't hesitate to take initiative and address something hands-on, you persevere when others give up
- Passion for Uber's mission and the company's hybrid technology / operations nature.
- A deep desire to grow and learn
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