Engineering Manager II, Customer Obsession

About the Role

Uber’s Customer Obsession (CO) org is hiring an Engineering Manager II to help build and scale one of the world’s largest AI-powered customer engagement platforms. Our systems power millions of real-time interactions across web, mobile, chat, voice, and video for riders, eaters, merchants, couriers, and support agents worldwide.

You’ll work at the intersection of state-of-the-art AI and Uber’s production-grade engineering infrastructure to deliver conversational assistants that are personalized, empathetic, and human-like—while staying aligned with Uber’s business policies and compliance requirements. This is a high-visibility opportunity to shape the next generation of customer assistants and ship products that make a measurable impact at global scale.

What the Candidate Will Need / Bonus Points

---- What the Candidate Will Do ----

We’re looking for a technically strong, product-minded engineering manager with experience building chatbots and customer-facing systems. You’ll design and deliver scalable, reliable, and maintainable conversational experiences across all modalities like chat, voice, video etc. As an engineering manager, You will lead a dedicated group of engineers in building a best-in-class platform that provides magical customer support experiences.

In this role, you will:

1. Own and operate customer-facing chatbots that influence the support experience for millions of users
2. Drive end-to-end execution: identify ecosystem changes needed across Uber engineering, align stakeholders, build consensus, and daeliver production-ready implementations
3. Foster a collaborative, inclusive team culture that values creativity, diversity, and excellence.
4. Empower your team to excel in their roles by providing mentorship, guidance, and professional development opportunities.
5. Help reduce issue resolution from minutes to seconds by improving automation quality, reliability, and user experience

ENGINEERING LEADERSHIP:

1. Promote the culture of continuous improvement, emphasizing code reviews, design reviews, and knowledge sharing within the team.

MULTI-FUNCTIONAL COLLABORATION:

1. Collaborate with product managers, business, and customers to develop a vision and roadmap for the team
2. Collaborate with Product managers, Operations, data scientists and other engineering teams to understand requirements and align with stakeholders on deliverables.

OPERATIONAL EXCELLENCE:

1. Implement thorough practices to ensure trust in the platform. Robust mechanisms to detect issues and recover from failures.

If you’re excited to build products that improve experiences for millions of users every day, this is a chance to do meaningful, visible work at global scale.

---- Basic Qualifications ----

1. BS degree or higher in Computer Science or a related field (or equivalent practical experience)
2. Proven experience as a Software Engineering Manager with a track record of successfully leading teams in developing critical software.
3. Deep understanding of full-stack software development with experience leading both backend and front-end engineers.
4. Strong leadership and communication skills, with the ability to encourage and empower a diverse team.
5. Ability to work with product management and shareholders to drive vision for ads analytics and reporting
6. Validated ability deliver high-quality software products on time and within scope.
7. Strong experience with scalable system architecture and design
8. Track record of shipping production-quality services (deployment, monitoring, reliability, on-call readiness)
9. Experience with microservices and gRPC/REST API development
10. Ability to break down ambiguous, complex business problems into clean, extensible, high-performance systems
11. Strong problem-solving skills and comfort collaborating across teams with respect and clarity
12. High bar for engineering excellence and excellent technical communication skills

---- Preferred Qualifications ----

1. Experience with machine learning, GenAI, and/or LLM-based systems
2. Prior work building conversational assistants or chatbot platforms
3. Familiarity with multi-channel integrations (e.g., WhatsApp, SMS, Slack)

Uber's mission is to reimagine the way the world moves for the better. Here, bold ideas create real-world impact, challenges drive growth, and speed fuelds progress. What moves us, moves the world - let’s move it 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.

*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.