About this role
About the role and team
Uber's strategy is to operate best-in-class verticals amplified by the power of our platform, and Core Services enables us to leverage the strengths of all of our businesses to propel Uber to the next level through shared platforms, experiences and user accounts. Core Services includes key experiences such as payments, risk, identity, insurance, safety, and customer support across Uber's global footprint.
The products we build and operationalize are used cumulatively by millions of riders, drivers, couriers, eaters, restaurants, merchants and others to earn money for their families, and get around faster, easier, cheaper, and with a positive environmental impact.
Reporting to the Sr. Director, Product Management - Core Services, we're looking for a Director, Product Management to lead Agentic AI Support Technology products across all of Uber. This is a rare chance to lead a Generative AI transformation for what we believe is one of the most complex, challenging, and exciting applications of Generative AI anywhere. We already have the users (they come to us!), have deployed extensive technology using rule-based and Legacy NLP tech, and are in the process of applying GenAI to solve user problems at global scale and Uber complexity. This spans across 70+ countries, 5+ lines of business, one two-sided marketplace, a three-sided marketplace, hyperlocal problems and policies.
What you'll do Responsible for all user-facing and agent-facing customer support technology at UberWe have roughly 700M annual contacts, 400M of which are already fully automated with NLP and rule based tech. You will increase the level of automation across user support journeys from our current ~65%, to 95+%, by understanding and tackling the long tail of complex or ambiguous user issues and deploying generative AI and other Technologies to solve these problemsUnderstand the needs of, empathize with, and create software that solves problems for riders, drivers, couriers, merchants, and businesses of all sizes Craft vision for the future that merges the best of generative AI and the best of rule-based user experiences and technology to lower costs and improve customer satisfaction Improve the way we think about AI policy and decision making for dealing with customer support in a world where agents are handing out hundreds of millions of dollars for R&A and can easily be scammed by fraudsters Partner with a large-scale operations team to drive transformative GenAI change to lower cost across 60K human agents Basic Qualifications Minimum of 10 years of experience with 5 years of people management experienceProven ability to build and manage large-scale, multi-location technical product teams Preferred Qualifications Proven ability to design user-facing (end user or agent users or both) products with significant experience in the trenches as a IC or small group leader developing products Superb interpersonal, communication, and stakeholder management skills. Comfortable crafting, presenting and debating strategy with the CEO and board of directors one week and hopping on a plane to India to shadow BPO agents or answer some support tickets yourself to learn the next weekProven ability to manage technical, product, operational and organizational complexity at world class scale Experience building user-facing products that rely on machine learning for significant product functionalityExperience or aptitude for applied GenAI and LLM based products For San Francisco, CA-based roles: The base salary range for this role is USD $288,000 per year - USD $320,000 per year. For Sunnyvale, CA-based roles: The base salary range for this role is USD $288,000 per year - USD $320,000 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. All full-time employees are eligible to participate in a 401(k) plan. You will also be eligible for various benefits. Ready to Ride? This isn't the kind of place where you follow a playbook - it's where you help write one. If you're driven by impact, energized by challenge, and ready to shape how the world moves - we'd love to hear from you. You may be eligible for bonuses, equity, and other compensation, as well as a range of benefits. Explore our benefits. Offices remain key to collaboration and Uber's culture. Unless approved for full remote work, employees must spend at least 50% of their time in-office. Some roles, like those at greenlight hubs, require full-time in-office presence. Ask your Recruiter for details about this role's requirements. Uber is proud to be an Equal Opportunity 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.