Group Product Manager - Customer Obsession

| San Francisco, CA
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About the Role
As a Group Product Manager for Customer Obsession (CO), your role is to lead a team of product managers to deliver the best-in-class customer-care technology platform for Riders, Drivers, Eaters, and Businesses using Uber. Collaborating with multiple organizations across Uber (Mobility, Delivery, Freight, Community Operations, Safety, and Risk, etc.), you will drive major company initiatives to transform customer care experiences, define the strategy, drive alignment across senior stakeholders, and lead technology execution for these initiatives. This is a high-visibility role that requires proven product leadership experience, solid strategy and analytics, and excellent communication, and stakeholder management skills.
Basic Qualifications
• 10+ years of product experience, with at least 5+ years experience of leading product teams and delivering highly successful and innovative products or platforms• Experience with customer care/support tech at a large scale a significant plus• A computer science undergraduate degree or other engineering degree equivalent. MBA preferred.
Preferred Qualifications
• Passion for Uber's mission and improving customer experience using technology or operations levers.• Using data science and experimentation to inform product direction and make trade-off decisions, whether in the form of consumer behavior or other business metrics. • Design thinking and customer-centric approach to building, experimenting, and iterating products• Flexibility to work with and manage teams across time-zones in the US and India
What the Candidate Will Do
• Lead product strategy for platforms and tools to drive agent-assisted customer care in Uber Center of Excellence, Uber Greenlight Hubs, and BPO centers worldwide• Work closely with global engineering, design, and machine learning teams to deliver highly scalable and intelligent contact center platform, agent tools, and workforce management technologies to help drive high-quality agent-assisted customer care.• Collaborate closely with the global community operations organization to influence business processes and drive tech ideas to improve support quality and efficiency.• Influence across various Uber product and business teams to integrate customer information to enable accurate and effortless resolutions.• Clearly communicate product plans, benefits and results to executives and feed insights back into the product development process to drive growth
At Uber, we reimagine the way the world moves for the better. The idea was born on a snowy night in Paris in 2008, and ever since then, our DNA of reimagination and reinvention carries on. We've grown into a global platform moving people and things in ever-expanding ways, taking on big problems to help drivers, riders, delivery partners, and eaters make movement happen at the push of a button for everyone, everywhere.
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.
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.

More Information on Uber
Uber operates in the 3PL: Third Party Logistics industry. The company is located in San Francisco, CA, New York City, NY, Chicago, IL and Seattle, WA. Uber was founded in 2009. It has 21000 total employees. It offers perks and benefits such as Volunteer in local community, Partners with nonprofits, Friends outside of work, Eat lunch together, Intracompany committees and OKR operational model. To see all 65 open jobs at Uber, click here.
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