About the Role
The world of customer support is evolving as GenerativeAI technology advances. But that doesn't change the core need of our users-to feel heard and have their issue resolved as effortlessly as possible. In order to optimize the customer experience, we need someone with an understanding of conversational design to analyze support interactions with agents and bots alike in order to create guiding principles and processes that optimize the end user experience.
What You'll Do
- Work with engineering teams to optimize how knowledge is used within a customer-support conversation
- Design prompt improvements for chatbots powered by LLMs
- Develop, own, and implement short & long-term strategies for agent responses in support interactions
- Work with our Metadata team to improve intent identification
- Continuously enhance all agent-response products to ensure improvement to key metrics & user efficacy
- Coordinate strategic projects between GDX, CO, and Global Content
- Define a holistic strategy to optimize the way in which customer-support agents interact with end users
- Manage and oversee the execution of strategic initiatives, ensuring they are on track and aligned with Uber's larger goals
- Facilitate cross-functional collaboration to execute, working closely with various teams across the organization to amplify strategic influence
- Identify, manage, and mitigate project risks and issues, developing contingency plans when necessary.
- Work closely with engineers and data analysts to integrate innovative ideas and data insights into the agent experience
- Regularly report to stakeholders on the status of strategic initiatives, ensuring transparency and alignment
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Basic Qualifications
- Minimum of 5 years of experience in conversational design
- Bachelor's degree or equivalent in Business, Project Management, or a related field
Preferred Qualifications
- Excellent understanding of prompt design and metadata principles
- Demonstrated ability to identify and implement innovative solutions
- Strong understanding of project management principles and methodologies
- Excellent collaboration, communication, and stakeholder management skills
- Project management certification (PMP, Six Sigma, etc.) is a plus.
For Chicago, IL-based roles: The base salary range for this role is USD$116,000 per year - USD$128,500 per year.
For New York, NY-based roles: The base salary range for this role is USD$129,000 per year - USD$143,000 per year.
For San Francisco, CA-based roles: The base salary range for this role is USD$129,000 per year - USD$143,000 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. 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.