Please enable Javascript
Skip to main content

Engineering Manager II, Customer Obsession (CO)

Manager, Engineering
in Bangalore, India

About the Role

Customer Obsession engineering at Uber is looking for a strong Engineering Manager (EM2) who has built topnotch engineering teams and solved business problems at scale. Engineering Manager at Uber exhibit following qualities:

  • Builds Trust > Demonstrates personal excellence with empathy, authenticity, inclusivity, and fairness.
  • Grows and Adapts > Shows the ability to adapt with resilience and humility.
  • Sets Vision > Establishes team purpose and plans for execution.
  • Operationalizes > Ensures operational efficiency and impact.
  • Develops and Coaches > Invests time in coaching and supports the development of others.
  • Connects > Fosters collaboration within and across teams.

What You'll Do

  • Lead a top notch engineering team in building world class solutions to problems at scale.
  • Guide the team technically and also coach & mentor your reports to ensure a fulfilling and all round professional growth.
  • Set a multi year vision for the product and take it through to execution.

What You'll Need

  • Experience. 12+ years of significant experience building scalable, fault-tolerant, and robust products and platforms. Including 5+ years in managing engineering teams of 10+ people. Leading teams in India and collaborating with teams in the US.
  • Hiring prowess. You're a strong leader who can attract talent in Bangalore, raising the bar for excellence.
  • Bias towards action. You believe that speed and quality aren't mutually exclusive. You've shown good judgement about shipping as fast as possible while still making sure that products are built in a sustainable, responsible way -- and you're comfortable making mistakes, provided you and your team learns from them.
  • Engineering excellence. You have the technical strength and deep knowledge of the whole stack to give great architecture and implementation guidance to the teams who will count on your experience.
  • Mentorship. You know that the most important part of your job is setting the team up for success. Through mentoring, teaching, and reviewing, you help other engineers make sound architectural decisions, improve their code quality, and get out of their comfort zone.
  • Commitment. Cities never sleep, and neither does Uber. You care tremendously about keeping the Uber experience consistent for users and strive to make any issues invisible to riders. You are your harshest critic and hold yourself personally accountable, jumping in and taking ownership of problems that might not even be in your team's scope.

About the Team

The Customer Obsession Platform is the customer care platform for Uber. We handle customer requests for support through either the web (help.uber.com), through the in-app help center, phone, whatsapp and email as well as in person support. The platform provides the ability to build automated experiences across all these channels. When unable to automate the request, it routes contacts to an agent and the extensible agent platform that provides agents the tools to solve customer issues.. The platform capabilities can also be extended "beyond support" to drive growth by identifying and resolving failure points in the customer journey from onboarding to churn prevention.

Our customers include:

  • End users such as Riders, Driver partners, Eaters, Couriers, Restaurants, Freight carriers and shippers.
  • Uber's customer service agents, and their managers
  • Product owners/managers across various Uber businesses that plan customer support and engagement experiences for their respective products.
  • Engineers at Uber that create automation workflows, and author actions and widgets for agents to support their LOB.

The key objectives for our platform

  • Provide defect free customer experiences for all Uber products and services.
  • Drive extensive automation for a majority of customer issues to reduce the cost of providing support.
  • Drive proactive resolution of customer issues when possible even before the customer reports the issue
  • Drive best in-class customer experiences
  • Drive efficiency and effectiveness for all agent interactions.
  • Drive easy onboarding for LOBs, and businesses as they become part of Uber or are integrated with Uber. This will allow Uber to truly expand its reach as a platform with end to end capabilities).
  • Drive defect reduction by providing voice of customer insights to product teams and launching joint solutions to improve the customer experience

Uber

At Uber, we ignite opportunity by setting the world in motion. We take on big problems to help drivers, riders, delivery partners, and eaters get moving in more than 10,000 cities around the world.

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.

At Uber, we ignite opportunity by setting the world in motion. We take on big problems to help drivers, riders, delivery partners, and eaters get moving in more than 10,000 cities around the world.

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.


See our Candidate Privacy Statement>

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, Veteran Status, or any other characteristic protected by law.