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Engineering Manager II - Customer Obsession (Full Stack)

Manager, Engineering in Palo Alto, California

About the Role

The Customer Obsession team provides an end-to-end customer engagement platform for all Uber products: Ride sharing, UberEats, Uber for Business, UberHealth, UberFreight. We strive to provide world class customer support to our end-users: riders, driver-partners, restaurants, eaters, freight carriers, truckers, uber business partners and hospitals, by building and integrating a bespoke suite of tools for our Customer Service representatives.

Our product solutions contribute directly to profitability: helping Uber move towards sustainable growth, and revenue: retaining Uber customers to a healthier marketplace. Our ambition is to establish customer care as a competitive advantage and market differentiator in our industry.

An Engineering Manager at Uber is a leader in a particular problem domain. You will need deep knowledge in the business domain, ability to recruit key talent, setting long term vision and roadmap. We are looking for an experienced engineering leader who has deep knowledge in web technologies and large scale distributed systems . Do you dream about changing the world using your passion for engineering? Then you should apply to join our team. We are ambitious, engaged and excited about disrupting the transportation industry across the world.

What You'll Do

Lead the team that is building Uber's Customer Care platform, uCare, that powers all of customer care for riders, driver-partners, eaters and new modes of transportation like e-bikes and e-scooters. You will provide technical leadership to the team and oversee the engineering design, implementation & operations of the uCare initiative.

This is an ambitious undertaking and an opportunity to redefine how Uber is operating globally, by providing best in breed customer care that drives loyalty and in turn drives efficiencies in the business to achieve profitability.

  • Provide technical leadership to build, develop and scale our platform that powers agent (CSRs) workflows for various Uber businesses.
  • Recruit key talents in web backend engineering
  • Mentor and build a strong culture of quality. Handle conflicts well and help build consensus.
  • Creative problem solver - Have an excellent understanding of business goals and able to identify and solve high impact, highly complex problems. Additionally, you are then able to effectively loop in other top engineers to help solve the problem.
  • Strong documentation and communication

What You'll Need

  • 5 Minimum Years of Experience with SaaS, Distributed backend
  • 10+ years of relevant engineering experience.
  • BS degree in Computer Science or related engineering field.
  • 5+ years of experience managing engineering teams.
  • Experience in microservices architecture, workflow frameworks and rules engines.
  • Track record of building large scale distributed systems.
  • Experience with engineering design and operations of business applications.
  • Excellent written and verbal communication skills, including the ability to write detailed technical documents.
  • Passionate about helping the team grow by inspiring and mentoring engineers.

Bonus Points

  • Experience building SaaS offerings.
  • Experience in customer care industry.

About the Team

Customer Obsession is an engineering group at the critical path to help Uber to become profitable, and be ready to become a public company. We build systems that power customer care for all of Uber's customers globally. The systems we build model the markets, Uber operates in, with the deep understanding on how Uber's actions may influence the outcome in each of them. We are always looking for great talents to join us to build Uber into a great company. We are a fun, collaborative and customer obsessed group. See some of our work on the Uber Engineering Blog: https://eng.blog.com/cota-v2

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 600 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.