What You'll Do

• Strategize and drive our Customer Obsession ML/AI platform and architecture, focusing on support automation, along with scalability, reliability, performance, and cost efficiency
• Collaborate with product and operations teams to understand business requirements and translate them into robust solutions
• Collaborate with internal ML/AI infra teams at Uber to build and deploy AI solutions that have a meaningful impact to the business
• Develop and enforce best practices in system design, ensuring data integrity, security, and optimal performance
• Serve as a representative for Customer Obsession organization to the broader internal and external technical community
• Contribute to the eng brand for Customer Obsession and serve as a talent magnet to help attract and retain talent for the team
• Stay abreast of industry trends and emerging technologies in software engineering, focused particularly on ML/AI, to enhance our systems and processes continually

What You'll Need

• BS degree in Computer Science or related engineering field
• A minimum of 10 years proven experience building innovative and complex software across the stack, including deep knowledge of NLP, LLMs, and GenAI models
• Machine Learning Software such as Tensorflow/Pytorch, Caffe
• Proven record of innovation and thought leadership
• Experience delivering highly available, reliable, near zero defect software
• A strong partner who can simplify complex technical concepts and effectively collaborate. Ability to influence leadership and stakeholders
• Solid programming skills in Java, Go, Python, Android, IOS, or similar

Bonus Points If

• Masters/Ph.D. preferred
• Experience developing and launching GenAI products at scale.
• Deep knowledge of NLP theory and an understanding of the latest innovations in Generative AI
• Experience with large scale consumer-facing products, Contact management applications
• Experience working cross-functionally with Product Management, Data Science, and Business stakeholders

About the Team

The Customer Obsession (CO) team is responsible for building AI-powered 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 Uber products (delivery, mobility, freight etc.) 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 tech for Uber. From the moment you access the Help center in the app, to when a customer service agent solves your problem, and everything in between; this team builds all technology components to provide 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. While we aspire for all Uber products to be as defect free as possible, when we have one, our vision is to proactively predict this and remediate empathetically with the least customer effort - all powered by cutting edge ML/AI.

We provide simple self-service to our customers to make it easy for them to resolve their problems without human intervention. When human agents are needed, we provide the technology to enable these agents 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.

For San Francisco, CA-based roles: The base salary range for this role is USD$284,000 per year - USD$315,500 per year.

For Seattle, WA-based roles: The base salary range for this role is USD$284,000 per year - USD$315,500 per year.

For Sunnyvale, CA-based roles: The base salary range for this role is USD$284,000 per year - USD$315,500 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.