Product Manager • Lead

Who you are

You have extensive experience in product management, particularly in customer experience and support platforms — you've successfully led cross-functional teams to deliver scalable solutions that enhance user satisfaction and operational efficiency. Your background includes a deep understanding of customer segmentation and data-driven decision-making, allowing you to translate complex business requirements into actionable platform features.

You excel in stakeholder engagement and collaboration — you can effectively communicate with both technical and non-technical teams, ensuring that everyone is aligned on the vision and goals of the segmentation platform. Your ability to foster strong relationships with operations teams is key to identifying their needs and translating them into platform requirements.

Your strategic mindset enables you to define the vision and roadmap for the segmentation platform — you are adept at prioritizing features and managing phased rollouts to ensure that the platform evolves in line with user needs and business objectives. You are also comfortable with data analysis, using insights to inform product decisions and drive continuous improvement.

What you'll do

As the Head of Customer Experience Platform Segmentation Tech, you will take ownership of the segmentation platform, defining its vision, strategy, and roadmap. You will engage deeply with Community Operations teams to understand their segmentation needs and usability requirements, translating these into clear platform specifications. Your role will involve collaborating closely with engineering and data science teams to build a scalable solution that optimizes customer interactions across various support options.

You will lead the evolution of the platform from a rules-based system to a fully AI-enabled segmentation engine — this includes implementing dynamic routing, prioritization, and personalization features that enhance the customer experience. You will also be responsible for developing effective rollout strategies and ensuring that CommOps stakeholders are aligned and engaged throughout the process.

Your leadership will be crucial in driving the success of the segmentation platform, as you will work to create a user-friendly interface that empowers CommOps teams to leverage the platform effectively. You will monitor the platform's performance and user feedback, using this information to inform future enhancements and ensure that the platform continues to meet the evolving needs of the business.

What we offer

At Uber, you will be part of a dynamic team that values innovation and collaboration. We offer a competitive salary and benefits package, along with opportunities for professional growth and development. You will have the chance to work on impactful projects that directly influence customer experience and operational efficiency. Join us in shaping the future of customer support at Uber.