Sr Staff Engineer
About the Role
The Customer Obsession (CO) team is looking for a strong engineer with a passion for delivering delightful customer experiences through a large scale, easy-to-use and full stack customer engagement platform, powered by ML/AI.
About the Team
The Customer Obsession (CO) team is responsible for building magical customer care experiences for our riders, eaters, delivery partners, merchants and agents. We deliver these experiences over web, mobile, using text, voice or video based interactions for all products globally.
Customers may have some feedback after taking an Uber ride or receiving an Eats order, or report safety related issues or refunding a part of your payment or the driver partner may need help with the address, CO team has all that covered. This team builds the entire customer help and support infrastructure for Uber. From the moment you access the Support center in the app, to when a customer service agent solves your problem, and everything in between; this team provides all engineering for a great customer care experience.
We believe that the best support contact is one that never was, and our technology and processes continuously drive defects down, improves operational efficiencies, and delights our customers. We understand that it is impossible to be defect free, and when we have one, our vision is to proactively predict this using our ML models and remediate empathetically with the least customer effort.
We provide simple self-service to our customers to make it easy for them to resolve their problems. When agents need to interact with our customers, we provide the technology to enable them to efficiently solve customer problems.
We are a customer first culture and team, and that reflects in how we prioritize what is right for the customers in a data driven fashion by building products and features that provide the best in class experiences. That can be hard, but we refuse to settle. Instead, we innovate at every aspect of a customer's journey to deliver magical experiences for drivers, riders, eaters and businesses using Uber’s CO platform.
Many companies talk about being customer-focused, but we are customer obsessed. The Customer Obsession team is committed to figuring out what matters to our customers and then doing everything in our power to deliver it. This is a team of Go Getters, some of the best minds work on this core area to make our digital experience the very best for our customers, while continuously improving operational efficiencies. The platform is used across Uber and its subsidiaries for their worldwide customer care and handles millions of customer interactions every day.
This requires us to work on cutting edge technologies to enable simple and intuitive experiences for customers across many surfaces; build trip scale global systems; build ML/NLP models using various signals from trips; customer profiles; behavioral patterns; and customer journeys to build predictive intent/defect models; conversational AI to understand chat, voice, video and drive automation; platforms to scale omni channel seamlessly; customer engagement and experimentation engine to drive the right long term customer value; and managing our millions of dollars in refunds and appeasement spends. There are many interesting and difficult problems to solve to delight our customers and keep this very exciting for the team.
- PhD or equivalent in Computer Science, Engineering, Mathematics or related field AND 6-years full-time Software Engineering work experience OR 8-years full-time Software Engineering work experience, WHICH INCLUDES 6-years total technical software engineering experience in one or more of the following areas:
- Programming language (e.g. C, C++, Java, Python, or Go)
Note the 6-years total of specialized software engineering experience may have been gained through education and full-time work experience, additional training, coursework, research, or similar (OR some combination of these). The years of specialized experience are not necessarily in addition to the years of Education & full-time work experience indicated.
- Distributed systems
- Customer service and engagement tech experience
- ML experience
- Product engineering
- Scalability engineering
For San Francisco, CA-based roles: The base salary range for this role is $243,000 per year - $270,000 per year.
For Seattle, WA-based roles: The base salary range for this role is $243,000 per year - $270,000 per year.
For Sunnyvale, CA-based roles: The base salary range for this role is $243,000 per year - $270,000 per year.
For all US locations, you will be eligible to participate in Uber's bonus program, and may be offered an equity award & other types of comp. You will also be eligible for various benefits. More details can be found at the following link https://www.uber.com/careers/benefits.
Uber is proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know by completing this form.
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.
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