Uber – Product Manager II , Customer Obsession

About the Role

As a Product Manager for Customer Obsession, you will be responsible for the initiatives to improve customer engagement after support interactions across mobile and web for Riders, Drivers, Eaters, and Businesses using Uber. You will be using best-of-breed technologies, and latest machine learning, data science techniques, and design thinking to accomplish this at a scale that has never been done before in the industry.

—- What the Candidate Will Do –—

• Lead product strategy and development of the Agent Experience charter
• Work closely with a substantial global community operations organization to integrate business processes and policies onto the platform
• Collaborate with the design team and guide their investments for research, prototyping, experimentation, and overall design thinking
• Be incredibly truth-seeking. Collect whatever data is vital to advise product direction, whether in the form of competitive intel, rider behavior, or other business metrics. Solicit and welcome critical feedback.
• Make tradeoff decisions based on technical and business insights and experimentation
• Supervise and measure launched products and feed insights back into product development process to drive growth
• Clearly communicate product plans, benefits, and results, as appropriate, to a spectrum of audiences, from internal partners to Uber executives, employees to riders.

—- Basic Qualifications –—

• A computer science undergraduate degree or other engineering degree equivalent.
• 2+ years of product experience delivering highly successful and innovative products or platforms.
• Data-driven decision-making ability.
• Design thinking and customer-centric approach to building, experimenting, and iterating products
• A “driver” personality – constantly pushing toward clarity and delivery while balancing the need for phenomenal collaboration.
• High standards across the board – from your own contributions to the people you work with to the products you work on.
• 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.
• MBA or Masters degreed
• Experience working with internal or SaaS Customer Relation Management or ticketing solutions

At Uber, we reimagine the way the world moves for the better. The idea was born on a snowy night in Paris in 2008, and ever since then, our DNA of reimagination and reinvention carries on. We’ve grown into a global platform moving people and things in ever-expanding ways, taking on big problems to help drivers, riders, delivery partners, and eaters make movement happen at the push of a button for everyone, everywhere.

We welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently. If you have the curiosity, passion, and collaborative spirit, work with us, and let’s move the world forward, together.

Offices continue to be central to collaboration and Uber’s cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role.

Uber is committed to a safe workplace.  We have implemented COVID-19 safety protocols that meet or exceed local public health guidelines.  Workplace safety remains our number one priority.  As a result, and depending on the workplace location, Uber either requires* or recommends employees be vaccinated to access any of our facilities; this is subject to change solely at the Company’s discretion.

\* 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 accommodations@uber.com