The Program Leader, Customer Intent Discovery sits within our Global Digital Experience team, the digital service design arm of the global Community Operations (CommOps) organization. This role will own the strategy and implementation of Customer Intent products across the Uber Customer Service ecosystem. Understanding and predicting customer intents with high accuracy is critical to providing high quality support to the user.
The successful candidate would be a visionary thinker and problem solver, who is able to dive into unstructured environments and conflicting priorities to design and influence product solutions. She/ He is also eager to roll up the sleeves and tackle executional challenges in implementing the product solutions cross-functionally at global scale. This role requires the ability to combine an understanding of our customers' pain points, background in customer support along with knowledge of emerging technologies such as Generative AI, to paint a picture of what the future of customer support should look like at Uber.
Want more jobs like this?
Get jobs delivered to your inbox every week.
What You'll Do
- Partner with the Customer Obsession product team to implement and launch a new intent taxonomy strategy for customer support.
- Act as the change manager, identifying all aspects of the support ecosystem (tools, processes, systems) that will break and need to be updated or changed as part of the new taxonomy and intent strategy.
- Gather requirements from teams that own various aspects of the support ecosystem such as, Global Content (the team that writes all agent and customer-facing support content), Policy (the team that writes and maintains our support policies), Automation (the team that designs and builds our automated customer support experiences) and Regional CX (in-market teams that are experts on their respective geos), Analytics (reporting on performance and operational health of support) to prepare for implementation and launch.
- Help define the right taxonomy for each policy and use case by gathering inputs from Global Support Policy team and Regional CX teams. Identify different ways intents can be organized to optimize for simplicity, completeness and usefulness for Uber. Understand the benefits, risks, and limitations of emerging technologies (primarily focused on NLP, Generative AI).
- Act as primary point of contact for Community Operations in planning, organizing, and communicating the roadmap and plan to launch the intent taxonomy across key support policies
- Contribute to the overall strategy and vision for intent taxonomy at Uber as it evolves, identifying news use cases for intent taxonomy, impact size and prioritize opportunities, and provide recommendations to leadership
- Partner closely with tech partners to build the right tooling to support our customer support intent taxonomy strategy
- Communicate status, progress, and impact to senior leadership audience
Basic Qualifications
- Bachelor's degree
- Minimum 5+ years of experience in operations, technology, or business consulting
- Deep understanding of user experience
- Previous experience partnering with product or engineering teams to develop and deploy new technology products
- High business acumen and ability to lead decision making across multiple stakeholder groups
- Ability to leverage data to inform and support critical decisions
Preferred Qualifications
- Experience in developing and maintaining taxonomies or informational architecture for digital systems
- Prior experience with conversational AI product optimization and/ or generative AI product development
- Prior experience working on global projects or in an international setting
- Exceptionally strong stakeholder management skills and ability to handle pushbacks
- Entrepreneurial spirit and the drive to continue building and improving all processes
- Experience developing and delivering executive communications
- Visionary and forward-thinking
- Resilience and the ability to 'fail fast'
- Obsession for delivering great customer experience
- A desire to learn, highly motivated self-starter, with an eagerness to learn and grow
- SQL/ Python/ prompt engineering skills strongly preferred
- MBA or equivalent training/ experience
For Chicago, IL-based roles: The base salary range for this role is USD$140,000 per year - USD$155,000 per year.
For New York, NY-based roles: The base salary range for this role is USD$155,000 per year - USD$172,000 per year.
For San Francisco, CA-based roles: The base salary range for this role is USD$155,000 per year - USD$172,000 per year.
For Sunnyvale, CA-based roles: The base salary range for this role is USD$155,000 per year - USD$172,000 per year.
For Washington, DC-based roles: The base salary range for this role is USD$155,000 per year - USD$172,000 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.