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Product Manager - Customer Obsession - ContactLESS

Product Management, Product in San Francisco, CA

We’re changing the way people think about transportation. Not that long ago we were just an app to request premium black cars in a few metropolitan areas. Now we’re a part of the logistical fabric of more than 600 cities around the world. Whether it’s a ride, a sandwich, or a package, we use technology to give people what they want, when they want it.

 

For the people who drive with Uber, our app represents a flexible new way to earn money. For cities, we help strengthen local economies, improve access to transportation, and make streets safer.

 

And that’s just what we’re doing today. We’re thinking about the future, too. With teams working on new modalities, self-driving cars and even urban air transportation, we’re in for the long haul. We’re reimagining how people and things move from one place to the next.

About the Role

 

When figuring out to do, we start with what is best for our customer. That can be hard, but we refuse to settle. Instead, we innovate to deliver magical experiences for both the drivers and riders using the Uber platform. Many companies talk about being customer-focused, but we are customer obsessed. We are committed to figuring out what matters to our customers and then doing everything in our power to deliver it.

 

As a Senior Product Manager for Customer Obsession, you will be responsible for working with product teams across Uber to incorporate a “zero defects” culture by influencing the product strategy for Riders, Drivers, Eaters, Restaurants and Businesses using Uber to create defect-free experiences. You will be using best of breed technologies, and latest machine learning and data science techniques to accomplish this at scale that has never been done before in the industry.



What You'll Do

  • Lead product strategy for incorporating defect-free experiences across Riders, Drivers, Eaters, Restaurants and Businesses using Uber
  • Own data analysis and visualization, and communicate the outcomes/insights to various stakeholders to aid strategic decisions for improvements in support experience
  • Work closely with a massive global community operations organization to build efficient and scalable customer support experiences
  • Internalize and deeply understand Uber’s mission and strategies, as well as the mission and objectives of your specific team
  • Distill vision and strategy for the team, get all members of cross-functional team #superpumped.
  • Be incredibly truth-seeking. Collect whatever data is necessary to inform product direction, whether in the form of competitive intel, rider behavior or other business metrics. Solicit and welcome critical feedback.
  • Drive cross-functional team to set qualitative objectives and quantitative goals
  • Drive definition of and execution against product go-to-market plan, including phasing and marketing.
  • Make tradeoff decisions based on technical and business insights and experimentation
  • Monitor 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 stakeholders to Uber executives, employees to riders.

 

What You'll Need

This role demands real passion for the customer, great analytical skills, 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

  • Minimum 2 years of data science, business intelligence, investment banking, consulting or related experience
  • Excellent understanding of Mobile development, Mobile Networking, and Performance technical domains
  • BA, BS, or MS degree in Computer Science, Economics, Business, Engineering, Operations Research, or other quantitative focus
  • SQL fluency
  • Develop analytical frameworks to support decision making
  • Strong communication and organization skills
  • 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.
  • 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.



About the Team

When figuring out to do, we start with what is best for our customer. That can be hard, but we refuse to settle. Instead, we innovate to deliver magical experiences for both the drivers and riders using the Uber platform. Many companies talk about being customer-focused, but we are customer obsessed. We are committed to figuring out what matters to our customers and then doing everything in our power to deliver it.

 


See our Candidate Privacy Statement

At Uber we don’t just accept difference—we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products and our community. Uber is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.