Uber Program Leader Customer Intent Discovery 

United States, West Virginia 

510870073

• 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

• 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.