About the Role
The Senior Product Operations Manager, Generative AI, 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 regarding the use of Generative AI / LLM/ conversational AI products spanning the Uber Customer Service ecosystem. 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. They are also eager to roll up their 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 customer's pain points with knowledge of emerging technology in the support space, to paint a picture of what the future of customer support should look like at Uber.
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What You'll Do
- Define the operating structure and processes to implement on product strategy
- Understand the pros, cons, and costs of emerging technologies (primarily focused on generative AI)
- Partner with Product and Engineering teams to identify the tech/ tooling strategy which includes choice of internal development vs. external vendors and which (if any)
- Ensure functional partners are aligned on key objectives for the program/product
- Advise product teams on the global feasibility and user experience of generative AI products and tools throughout the product lifecycle
- Develop, own, and plan for the long-term generative/ conversational AI strategy while executing on a short-term implementation plan for Uber CommOps team
- Collaborate with key team members (legal, tax, policy, support, etc) to prepare products for launch
- Track core business metrics related to the product
- Identify key problem areas and/or geographies impacted by product post-launch
- Surface and advocate for key insights from the business to advise product improvement
- Evaluate possible use cases where generative/ conversational AI can be deployed, run cost-benefit analyses, and provide recommendations to leadership
- Conduct ongoing analysis/ evaluation of tech performance to provide recommendations for optimization that will ultimately drive customer and customer support representative (CSR) satisfaction
- Ensure that quality generative/ conversational AI products are launched on time and with features which deliver the business objectives, while managing communication and alignment to drive product adoption
- Communicate status, progress to facilitate leadership inputs and decisions
Basic Qualifications
- Bachelor's degree
- 5+ years of experience in technology, consulting, operations or other highly agile, project based environments
- Previous experience developing and deploying new technology products
- Excellent communication, the ability to engage internal stakeholders and external customers
- Deep understanding of the user experience
- Ability to leverage data to inform and support critical decisions
Preferred Qualifications
- 7+ years of experience in technology, consulting, operations or other highly agile, project based environments
- Prior experience with conversational AI product optimization and/ or generative AI product development
- SQL/ Python/ prompt engineering skills strongly preferred
- MBA or equivalent training/ experience
- Strategic alignment, able to bring key stakeholders across functions together
- Entrepreneurial spirit - the drive to continue building and improving all processes
- A desire to learn, highly motivated self-starter, with an eagerness to learn and grow
- Experience developing and delivering executive communications
- Visionary and forward-thinking
- Resilience and the ability to 'fail fast'
- Obsession for delivering great customer experience
For San Francisco, CA-based roles: The base salary range for this role is USD$152,000 per year - USD$169,000 per year.
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.