Learning Specialist Iii jobs at Uber

What You Will Do

• Analyze support escalations data to identify root causes and trends impacting customer experience, and collaborate with relevant teams to implement solutions.
• Lead cross-functional initiatives to drive defect reduction and process improvements across Product, Policy, and Support functions.
• Develop and present clear reports and insights to senior stakeholders and global partners to inform strategic decision-making.
• Manage ongoing communication and alignment with multiple teams to ensure timely resolution of high-priority customer issues.
• Improve support case resolution rates by identifying bottlenecks and working with teams to optimize workflows and resources.
• Support the creation and maintenance of escalation handling frameworks and best practices to improve operational effectiveness.

What You Will Need

• At least 3+ years of Customer Support related Program Leadership experience is required!
• Advanced analytical and problem-solving skills with a proven track record of driving root cause analysis and systemic improvements using complex support and escalation data.
• Demonstrated ability to lead cross-functional collaboration and influence senior stakeholders across Product, Policy, Operations, and Support teams to resolve high-impact customer issues.
• Excellent communication and storytelling skills, capable of presenting complex insights clearly and persuasively to diverse audiences including leadership and global partners.
• Experience with advanced data analysis tools and techniques (e.g., SQL, Excel, BI platforms) to extract actionable insights from large and complex datasets.
• Background in customer experience, support operations, or escalation management within a fast-paced tech or consumer-facing environment.
• Proven success in driving process improvements and defect reduction initiatives that have significantly enhanced customer satisfaction or operational efficiency.
• Strong project management skills with experience coordinating cross-functional teams and managing multiple priorities to deliver impactful results.

* Accommodations may be available based on religious and/or medical conditions, or as required by applicable law. To request an accommodation, please reach out to .

US&C IRT Tier 2 Specialist (S1 Role)

As a Safety Investigations Specialist, you will take ownership of requests and solve customer tickets across all our critical and advanced lines of business through different modalities (phone, chat, message), challenging yourself to solve the most complicated and interesting problems our users face. You will present your insights to stakeholders and contribute towards the continuous improvement of our policy and services.You will create advocates out of even the most frustrated users, and you’re always looking for outstanding and exciting ways to improve their experience!

What the Candidate Will Do:

• Respond to high-volume, live queue of sensitive incident inbound cases and/or outbound queues.
• Report & document issues with reporting parties using various platforms.
• Master multiple knowledge bases and contact management systems.
• Attend to cases of a lower level in IRT (L1 / L2), making detailed investigations, using various support platforms (email, chat, phone) to develop case details, analyze evidence, and take the actions according to the process. Tasks may be split into two functions: Standard Safety Support and Investigations and Deactivations.

Basic Qualifications

• At least 6 months of customer support experience handling sensitive issues.
• Strong emotional intelligence (EQ) and emotional regulation skills.
• Strong communication skills, both verbal and written.
• Strong problem-solving skills.
• Strong critical thinking skills.
• Ability to work under pressure and handle a high volume of sensitive incidents.

Preferred Qualifications

• Prior experience working in a fast-paced, high-pressure environment.
• Familiarity with contact management systems and knowledge bases.
• Strong data analysis and reporting skills.
• Ability to work independently and as part of a team to achieve goals.

* Accommodations may be available based on religious and/or medical conditions, or as required by applicable law. To request an accommodation, please reach out to .

We aim to prioritize safety and growth at a global scale by building and optimizing cost-efficient identity verification processes for identifying risky actors and limiting unnecessary friction for safe earners.

As a Risk and Compliance Specialist, you will play a pivotal role in ensuring the highest service quality standards, risk mitigation, and compliance within our organization. Your responsibilities will revolve around analyzing data, identifying potential risks, implementing strategies to address compliance issues, and fostering a culture of continuous improvement. This role requires strong analytical skills, problem-solving abilities, effective communication, and a collaborative mindset to work with various organizational stakeholders. The ideal candidate will be proficient in Google Sheets and demonstrate a commitment to execution excellence.

• Analyze metrics, risk factors, and compliance standards to identify areas for improvement.
• Develop and implement strategies to enhance service quality, mitigate risks, and ensure compliance with regulatory requirements.
• Identify emerging risks and trends, and proactively recommend solutions to mitigate potential impacts on service quality and compliance.
• Work on content development in case of gaps in the SOPs/KB pages.
• Utilize analytical tools, including Google Sheets, to collect, organize, and analyze data for informed decision-making.
• Work with TLs to improve the team's TPH, R2, insights & impact metrics.
• Willingness to work in shifts (rotating day/night shifts, rotating weekend offs).

Basic Qualifications

• Proven track record of identifying issues, developing innovative solutions, and implementing effective strategies to address challenges related to service quality, risk management, and compliance.
• Strong interpersonal skills with the ability to collaborate effectively with cross-functional teams and influence stakeholders to achieve common goals.
• Demonstrated proficiency in using Google Sheets for data analysis, reporting, and collaboration.
• Excellent verbal and written communication skills with the ability to articulate complex concepts and technical information to diverse audiences.
• Commitment to delivering high-quality results, meeting deadlines, and continuously improving processes and procedures to achieve organizational objectives.
• Work in a 24x7 support environment, pro-actively take initiatives/ suggest improvements, and work closely with the TLs in carrying out projects.
• Ability to train new hires, and floorwalkers and set them up for success when they start production.
• Ability to analyze complex data sets, identify patterns, and derive actionable insights to improve service quality and mitigate risks.

Preferred Qualifications

• Must be in the current roles for 6 months at least.
• Strong attention to detail, critical thinking skills, and the ability to exercise sound judgment in decision-making.
• Proven track record of executing projects, driving process improvements, and achieving measurable results.
• Excellent organizational skills with the ability to prioritize tasks, manage multiple projects simultaneously, and adapt to changing priorities.

* Accommodations may be available based on religious and/or medical conditions, or as required by applicable law. To request an accommodation, please reach out to .

What the Candidate Will Need / Bonus Points

• Social Media - Ticket Handling
• Communicate with high-profile riders and influencers on social media and represent Uber’s support spirit
• Manage escalations from various internal teams i.e. IRT, ECR, Cross support, CEO Escalations, Stakeholder Escalation, escalations, provide language support, support Driver Escalation from BPOs and keep a sharp focus on HighPriority queue for critical safety escalations.
• Have the ability to handle safety-related escalations on social media with empathy and presence of mind while working with relevant teams internally to get them resolved on time
• Provide top-notch customer support through emails and phone calls alike for all of our audiences, if need be. We take pride in the fact that we treat riders and driver-partners as equals and we’d want you to be on the same page
• Help in improving processes and never shy away if you have to build a new process. We always optimize for better customer experience
• Identify patterns and help in making the support systems better as we scale
• Voice and speech capabilities
• Should be able to take calls and confidently interact with customers from any social background by effectively listening, understanding and speaking in English. Other regional languages are a plus
• RCA and deep dives
• Should have intermediate knowledge on Excel/Word/Slide to extract data, frame basic models and represent it on documents/slides
• Understand post virality, have the ability to monitor and control it
• Be able to report viral post trends so internal teams can take the right action in a timely manner
• Monitor the social media handles of Uber, which are essentially Twitter and Facebook with a dash of Instagram as well
• Have the expertise to communicate with celebrities who raise support tickets on social media (COEs, actors, sports personalities, journalists, writers, etc)\
• Insight generation
• Should be able to relate support opportunities with Uber’s business needs and hence identify process/policy insights from BAU activities
• Creative Responses
• Positive Engagement: Must be able to write positive appreciation-worth responses on social media to transform negative experiences into a positive one.
• Killer Response: Should be able to identify opportunities where we can write virality-worthy responses which get social media traction. In turn, leads to positive brand sentiments.
• Delighter Program:Should be inclined to engage with the Rider/drivers on Social, ideate a delighter, and execute it end to end to create positive stories on social media.
• Understanding Social Media platforms and metrics
• Should have acquired understanding about Social Media platforms and various metrics accepted globally. Should also be using these platforms to keep one updated about recent policies and features

- - - - Basic Qualifications ----

Graduate degree (Mass Communication Preferred)

Strong verbal and written communication skills

Willingness to work flexible shifts (including mornings, evenings, and weekends)

- - - - Preferred Qualifications ----

• Outstanding written and verbal communication skills with proven ability to write clear, concise, and accurate messages
• Demonstrate awareness of social media trends/developments and how those can be implemented to improve community engagement/customer service
• In-depth knowledge of and enthusiasm for social media Expertise and interest in social media best practices and a willingness to innovate
• Familiarity with Google Drive, especially Google Spreadsheet and Google Docs Ability to maintain a professional and calm demeanor while juggling multiple, high-priority tasks concurrently.
• Ability to stay calm under high-pressure situations

* Accommodations may be available based on religious and/or medical conditions, or as required by applicable law. To request an accommodation, please reach out to .

What You'll Do

• Defining and driving ML solutions for key strategic problems in the space of product recommendations and merchandising: help riders find and complete rides with the right products, trying to understand their intent and context while attending to Uber’s business goals, marketplace conditions and efficiencies.
• Raise the bar of ML engineering by improving best practices, producing exemplary code, documentation, automated tests and thorough and precise monitoring.
• Provide technical leadership to a passionate, experienced, and diverse engineering team. Manage project priorities, deadlines and deliverables and design, develop, test, deploy and maintain ML solutions.
• Partner with product owners, data scientists and business teams to translate key insights and business opportunities into technical solutions

Basic Qualifications

• MS or equivalent experience in Computer Science, Engineering, Mathematics or related field
• 5+ years of experience in software engineering with an emphasis on data-driven methodologies and online experimentation
• Strong problem-solving skills, with expertise in ML methodologies
• Experience in applying ML, statistics, or optimization techniques to solve large-scale real-world problems (e.g. ads tech,search, recommendation systems, ranking/retrieval, or representation learning)
• Industry experience in ML frameworks (e.g. Tensorflow, Pytorch, or JAX) and complex data pipelines; programming languages such as Python, Spark SQL, Presto, Go, Java

Preferred Qualifications

• 7+ years of experience in software engineering with an emphasis on data-driven methodologies and online experimentation
• Background in search, recommendation systems, ranking/retrieval, or representation learning is highly desirable.
• Hands on experience with Deep Neural Networks, Transformers, etc
• Innate truth-seeker who values and produces analytic evidence and insight, as well as translating them and business goals into technical problems and solutions.
• 2+ years of experience working in a cross-functional and/or cross-business projects, partnering with Product, Scientists, and cross-org leads to shape the team’s strategies
• Passionate about helping junior members grow by inspiring and mentoring engineers
• PhD degree in Computer Science, Engineering, Mathematics or related field

For San Francisco, CA-based roles: The base salary range for this role is USD$198,000 per year - USD$220,000 per year.

For Sunnyvale, CA-based roles: The base salary range for this role is USD$198,000 per year - USD$220,000 per year.

You’ll tackle some of the most complex problems in applied machine learning: real-time pricing optimization, supply-demand balancing, and driver behavior modeling at unprecedented scale. Your work will involve cutting-edge techniques including causal inference, reinforcement learning, algorithmic game theory, and multi-objective optimization to solve challenges that don’t exist anywhere else in the industry.

As a Senior Staff ML Engineer reporting directly to the Engineering Director, you’ll drive technical strategy, mentor senior engineers, and establish ML engineering excellence across the Driver Pricing organization while solving problems that directly impact tens of billions of dollars in marketplace transactions.

Technical Leadership & Innovation

• Lead the design and implementation of advanced ML systems for dynamic pricing algorithms serving millions of drivers across 70+ countries around the world
• Architect real-time ML infrastructure handling 1M+ pricing decisions per second with sub-50ms latency requirements
• Drive breakthrough research in causal ML, reinforcement learning, algorithmic game theory, and multi-objective optimization for marketplace optimization with strategic agents
• Own end-to-end ML model lifecycle from research through production deployment and continuous optimization

Platform & Architecture

• Build scalable ML architecture and feature management systems supporting Driver Pricing and broader Marketplace teams
• Design experimentation frameworks enabling rapid testing of pricing algorithms using A/B, Switchback, Synthetic Control, and other experimental methodologies
• Establish ML engineering best practices, monitoring, and operational excellence across the organization
• Create platform abstractions that enable other ML engineers to iterate faster on pricing algorithms

Cross-Functional Impact

• Partner with Product, Operations, and Earner Experience teams to translate complex business requirements into ML solutions
• Collaborate with Marketplace Engineering and Science teams to productionize cutting-edge ML research
• Work with Platform Engineering teams to ensure ML systems meet reliability and performance standards
• Influence technical roadmaps across multiple teams through technical leadership and strategic thinking

Team Development

• Mentor and grow senior ML engineers, establishing technical standards and engineering culture
• Lead technical discussions and architecture reviews for complex ML systems
• Drive knowledge sharing and technical excellence across the Driver Pricing engineering organization

• PhD in Computer Science, Machine Learning, Operations Research, or related quantitative field OR Master’s degree with 12+ years of industry experience
• 10+ years of experience building and deploying ML models in large-scale production environments
• Expert-level proficiency in modern ML frameworks (TensorFlow, PyTorch, JAX) and distributed computing platforms (Spark, Ray)
• Deep expertise across multiple areas including: Deep Learning, Causal Inference, Reinforcement Learning, Multi-objective Optimization, Algorithmic Game Theory, and Large-scale Ads Ranking/Auction Systems
• Proven track record of leading complex ML projects from research through production with significant measurable business impact
• Strong programming skills in Python, Java, or Go with experience building production ML systems
• Experience with feature engineering, model serving, and ML infrastructure at scale (handling millions of predictions per second)
• Technical leadership experience including mentoring senior engineers and driving cross-team technical initiatives

• Marketplace or two-sided platform ML experience with understanding of supply-demand dynamics and pricing mechanisms
• Publications or patents in applied machine learning, particularly in areas relevant to optimization, pricing, or marketplace dynamics
• Experience with causal inference methodologies and their application to business problems with network effects
• Reinforcement learning experience in production environments with long-term optimization and strategic agent considerations
• Technical leadership experience including mentoring senior engineers and driving cross-team technical initiatives
• Experience with real-time ML systems requiring low-latency inference and high-throughput model serving
• Background in economics, operations research, or related quantitative disciplines with application to marketplace problems
• Experience with Ads ranking and auction systems with strategic bidding agents and real-time optimization

Required:

• Advanced Deep Learning and Neural Network architectures
• Scalable ML architecture and distributed model training
• Feature engineering and real-time feature serving
• ML model deployment, monitoring, and lifecycle management
• Statistical analysis and experimental design for ML systems
• Causal Machine Learning and causal inference methodologies
• Reinforcement Learning and Multi-Armed Bandits
• Multi-objective optimization and Pareto efficiency
• Algorithmic Game Theory for strategic agent modeling

Preferred:

• Personalization and ranking systems at scale
• Time series forecasting and demand prediction
• Graph-based ML for network effects modeling
• Experience with Ads ranking and auction systems

For New York, NY-based roles: The base salary range for this role is USD$257,000 per year - USD$285,500 per year.

For San Francisco, CA-based roles: The base salary range for this role is USD$257,000 per year - USD$285,500 per year.

For Seattle, WA-based roles: The base salary range for this role is USD$257,000 per year - USD$285,500 per year.

For Sunnyvale, CA-based roles: The base salary range for this role is USD$257,000 per year - USD$285,500 per year.

About the Role

- - - - What the Candidate Will Do ----

1. Solve business-critical problems using a mix of generative AI, classical ML, and deep learning.
2. Build generative AI applications (e.g., conversational assistants, text summarization, multimodal experiences) using large language models and related architectures.
3. Collaborate with product, science, and engineering teams to execute on the technical vision and roadmap for Applied AI initiatives.
4. Deliver high-quality, production-ready ML systems and infrastructure, from experimentation through deployment and monitoring.
5. Adopt best practices in ML development lifecycle (e.g., data versioning, model training, evaluation, monitoring, responsible AI).
6. Deliver enduring value in the form of software and model artifacts.

- - - - Basic Qualifications ----

1. Master or PhD or equivalent experience in Computer Science, Engineering, Mathematics or a related field and 2+ years of Software Engineering work experience.
2. Experience in programming with a language such as Python, C, C++, Java, or Go.
3. Experience with ML packages such as Tensorflow, PyTorch, JAX, and Scikit-Learn.
4. Experience with SQL and database systems such as Hive, Kafka, and Cassandra.
5. Experience in the development, training, productionization and monitoring of ML solutions at scale.
6. Strong desire for continuous learning and professional growth, coupled with a commitment to developing best-in-class systems.
7. Excellent problem-solving and analytical abilities.
8. Proven ability to collaborate effectively as a team player.

- - - - Preferred Qualifications ----

1. Prior experience working with generative AI (e.g., LLMs, diffusion models) or multimodal AI and integrating such technologies into end-user products.
2. Exposure to audio ML and voice AI (STT, TTS, voice embeddings, etc.).
3. Experience in modern deep learning architectures and probabilistic models.
4. Machine Learning, Computer Science, Statistics, or a related field with research or applied focus on large-scale ML systems.