דרושים Consumer Experience Program Leader - Grocery ב-Uber ב-ארהב

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 .

About the Role

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

1. Build a vision: define a product vision for the team and identify near and long-term initiatives to build your product roadmap.
2. Align teams: work closely with cross-functional teams across Uber Verticals, Eng, Data Science, and Operations to align business and product strategy.
3. Execute: translate user needs and insights into product requirements by distilling user problems, writing hypotheses, and describing desired outcomes.
4. Iterate: distill insights from various data sources such as performance dashboards, experimentation results, and user research. Then apply the findings back into the product development process.

- - - - Basic Qualifications ----

1. Bachelor's Degree in Computer Science, Information Systems, Engineering, Business Management or equivalent.
2. At least 4 years of experience as a Product Manager.
3. Experience working with design on complex UI/UX challenges.
4. Experience building consumer products. This is a user-focused role, so experience delivering highly successful and creative mobile user-facing products is a must.
5. Experience using data to drive strategic decisions. This is a complex problem space, requiring experience with experimentation and data-driven decision-making.
6. Excellent stakeholder management skills.

- - - - Preferred Qualifications ----

1. Deep understanding of marketplace mechanics.
2. Experience building global products.

For New York, NY-based roles: The base salary range for this role is USD$161,000 per year - USD$179,000 per year.

For San Francisco, CA-based roles: The base salary range for this role is USD$161,000 per year - USD$179,000 per year.

What You'll Do

• Catalog Onboarding : Manage the different pathways we enable merchants to bring on their product & inventory data onto the platform, focussing on quality assurance and reliability.
• Cross-Functional Collaboration: Partner with Commercial and Integration Engineering teams to integrate merchants’ catalog/inventory systems with Uber’s native catalog platform.
• Process Monitoring and Development: Design and monitor processes to ensure the accuracy, health, and reliability of product data across the platform.
• Product Feature Rollout: Assist in building and launching Uber’s Universal Product Database for EMEA countries, enhancing the accuracy and reliability of product information at scale.
• Category Growth Enablement: Support category-led growth opportunities, such as CPG (Consumer Packaged Goods) ads, by developing and leveraging category and product-level insights.

What You'll Need

• 3+ years of professional work experience in a related field (business operations, tech, analytics, consulting, banking, etc.)
• An analytical mindset and strong business acumen; you have experience using SQL and advanced Excel, and are comfortable translating technical details to business outcomes
• Highly collaborative; you know how to collaborate, engage and partner with a variety of different stakeholder groups in order to achieve shared goals

Preferred Qualifications

• Prior Grocery, FMCG or Retail experience (particularly in catalog/inventory management, business intelligence, analytics or merchandising functions)
• Proficiency in data manipulation, automation or scripting tools (e.g. Python, Google Apps Script, VBA, etc.) is a plus

* 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 .

About the Role

You'll be responsible for shipping experiences and personalized coaching that empower Earners to:

1. Strategize: Decide when and where to drive;
2. Earn smarter: Understand how to maximize their earnings; and
3. Plan ahead: Navigate new products and earning opportunities.

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

1. Build a vision: define a product vision for the team and identify near and long-term initiatives to build your product roadmap.
2. Align teams: work closely with cross-functional teams across Marketplace, Uber Verticals, Eng, Data Science, and Operations to align business and product strategy.
3. Execute: translate user needs and insights into product requirements by distilling user problems, writing hypotheses, and describing desired outcomes.
4. Iterate: distill insights from various data sources such as performance dashboards, experimentation results, and user research. Then apply the findings back into the product development process.

- - - - Basic Qualifications ----

1. At least 6 years of relevant experience with at least 3 in product management
2. Deep user empathy to design narratives and UX that resonate with Earners
3. Analytical rigor to set priorities and drive decision-making
4. Ability to navigate / simplify complexity and teach others
5. Strong stakeholder management across partner teams and at global scale

- - - - Preferred Qualifications ----

1. Ability and desire to dig into the data and discover insights on your own
2. Marketplace experience and comfort managing user versus business trade-offs
3. Experience owning and driving business value from a user-facing global platform product
4. Rich toolkit of Machine Learning tools and knowledge of how to deploy them
5. A strong creative streak and successful track record pitching new business ideas 0-to-1
6. First principles thinking and ability to respectfully challenge longheld assumptions

For New York, NY-based roles: The base salary range for this role is USD$190,000 per year - USD$211,000 per year.

For San Francisco, CA-based roles: The base salary range for this role is USD$190,000 per year - USD$211,000 per year.

For Sunnyvale, CA-based roles: The base salary range for this role is USD$190,000 per year - USD$211,000 per year.

About the Role

In this role, you will drive the strategy, roadmap, and thought leadership behind features that will scalably unlock new restricted item categories in new markets, strengthen our reliability and compliance in markets we’re already launched in, and accelerate growth of these burgeoning categories. You will own the end-to-end success of these categories, from optimizing how customers search and discover restricted items amongst a myriad of restrictions, to ensuring seamless and compliant deliveries through the Earner flow, to enhancing how merchants merchandise and promote these products in their storefronts. The Restricted Items team sits within the Grocery & Retail organization, a rapidly growing category on Eats with significant conviction and investment.

You will be driving projects with a broad set of cross-functional stakeholders across engineering, design, business development, sales, operations, data science, legal, privacy, and more. This role is a great fit for a PM with a real passion for solving complex problems across global markets, great technical depth, principled thinking, seasoned prioritization skills, and a mentality of starting with the customer first and working backward. This PM will be most successful if they are excited about becoming completely immersed in the Restricted Items world – you will ultimately be the subject matter expert when it comes to third party delivery of regulated items.

The opportunities to advance the restricted items charter are endless. This is a representative sampling of the areas you might be tackling on the team:

1. Drive the strategy, roadmap, and thought leadership behind features that will scalably unlock new restricted item categories in new markets, strengthen our reliability in markets we’re already launched in, and accelerate growth of these burgeoning categories
2. Craft the foundations required to effectively unlock new restricted item business lines, driving incremental revenue in new markets we’re currently blocked in due to lack of product support for local regulations (ie. Cannabis in the US, Pharmacy in the UK)
3. Optimize how we surface restricted items in the customer shopping journey - through search, browse, promotions, and merchandising - how can we maximize the discoverability and orderability of restricted items while still being socially responsible and adhering to regional regulations?
4. Collaborate closely with regional operations and business partners in order to understand the local regulations and pain points related to restricted items, then synthesize the feedback across global markets to develop a strategic product roadmap to solve them
5. Ideate on and implement innovative and effective ways to strengthen age verification flows to deter minor delivery and discourage Earner non-compliant behaviors, improving our global compliance rates
6. Ensure the end-to-end reliability and success of trips that contain restricted items
7. Optimize how merchants onboard and configure their catalogs for restricted items, maximizing the orderability and selection of these products
8. Influence and collaborate with various product teams across Uber that we depend on in order to ensure compliant deliveries of restricted items (ie. Search, Earner Experience, Fulfillment)

Basic Qualifications

1. Minimum 3-5 years experience delivering successful and innovative products with your fingerprints all over them
2. Technical savviness. Can manifest in different ways: a computer science undergraduate degree, hands-on software engineering experience, or experiences building complex software products side by side with engineers. Technical understanding must go from the highest abstractions down to the meta

Preferred Qualifications

1. Attention to detail. The ability to obsess over every single part of the retailing process
2. Customer obsession. The ability to take on complex product challenges and find elegant, simplifying solutions to avoid making them our users and partner’s problems
3. Finger-tippiness with data. You find a way to get the data you need and whip it into an insightful story with no help. You know how to leverage this data to make decisions without getting stuck in analysis paralysis
4. A “Driver” mindset. You are biased toward action, a great collaborator, a master disambiguator/simplifier, and constantly pushing toward clarity and delivery
5. Grittiness. You never hesitate to roll up your sleeves and tackle something hands-on
6. A high bar across the board — from your own contributions to the people you work with, to the products you work on
7. A true passion for Uber’s mission, our products, and the company’s hybrid technology/operations nature
8. A never-ending desire to grow and learn

Bonus Points For

1. Experience building products from 0 to 1
2. Experience in the grocery, retail, CPG or ecommerce industry
3. Experience working across global requirements and expertly synthesizing them in order to craft a scalable product roadmap
4. Experience working with local regulations and/or age verification technologies

For New York, NY-based roles: The base salary range for this role is USD$161,000 per year - USD$179,000 per year.

For San Francisco, CA-based roles: The base salary range for this role is USD$161,000 per year - USD$179,000 per year.

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.

About the Role

As a People Operations Program Manager, you will oversee a diverse range of People-focused programs to support our continued growth. You will play a key role in driving continuous improvement of processes & controls while ensuring an exceptional employee experience.

What You’ll Do

• Lead Cross-Functional People Programs: Drive high-impact initiatives across the employee lifecycle, with a strong emphasis on compliance, operational excellence, and elevating the overall employee experience. Ensure programs are globally aligned yet locally adaptable.
• System & Compliance Governance: Design, launch, and manage internal compliance campaigns—including mandatory trainings, policy acknowledgments, and audit processes—by leveraging systems and data-driven oversight. Ensure timely execution, rigorous tracking, and alignment with key stakeholders.
• Vendor & BPO Management: Oversee external partnerships with vendors and BPO providers, ensuring service excellence through well-defined SLAs, robust data insights, and proactive relationship management to continuously optimize performance.
• Data-Driven Decision Making: Monitor and analyze operational data, service metrics, and KPIs to identify trends, surface inefficiencies, and implement improvements that streamline HR operations and enhance service delivery.
• Scalable Solutions & Enablement: Build intuitive tools, templates, process documentation, and communication strategies to ensure operational scalability and long-term sustainability of people programs.
• Stakeholder Engagement & Collaboration: Partner closely with global shared services and subject matter experts to co-design and implement solutions. Cultivate trusted relationships with internal stakeholders to ensure programs are employee-centric and strategically aligned.
• Feedback & Reporting: Deliver meaningful insights and actionable feedback to senior leadership, highlighting opportunities to improve policies, processes, compliance health, and the employee journey.
• Project Leadership: Lead global and regional projects from planning through execution, ensuring cross-functional coordination and delivery of measurable outcomes aligned with strategic business priorities.

Basic Qualifications

• 4+ years of experience in Human Resources with a strong focus on shared services and/or HR operations
• Bachelors Degree
• Demonstrated expertise in project and program management, with a proven track record of leading strategic initiatives across global organizations

Preferred Qualifications

• Experience with Oracle HCM, AI tools, vendor management, and compliance operations
• In-depth knowledge of local HR practices, policies, and programs across diverse regions.
• Excellent communication, presentation, and influencing skills, with the ability to engage stakeholders at all levels.
• Skilled in managing complex, cross-functional projects while effectively balancing competing priorities and timelines.
• Strong problem-solving, critical thinking, and analytical skills, with the ability to turn data into actionable insights.
• Experience with HRIS platforms, data analytics, business intelligence tools, and lean process improvement methodologies (e.g., Six Sigma).
• Proven ability to build and manage vendor relationships, including contract negotiation and performance evaluation.
• Prior experience applying change management principles to support large-scale organizational initiatives.
• Working knowledge of AI tools, including ChatGPT and Google Gemini, with the ability to apply them to enhance HR operations, productivity, and strategic planning.