Uber
Senior Product Operations Manager, Gen AI - Agent Tooling
Uber, San Francisco, California, United States, 94199
About the Role
The Senior Product Operations Manager, Generative AI - Agent Tooling 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.
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
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
Basic Qualifications
Bachelor's degree
7+ years of experience in technology, consulting, operations or other highly agile, project based environments
Previous experience developing and deploying new technology products
Preferred Qualifications
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
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
Uber Benefits .
#J-18808-Ljbffr
The Senior Product Operations Manager, Generative AI - Agent Tooling 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.
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
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
Basic Qualifications
Bachelor's degree
7+ years of experience in technology, consulting, operations or other highly agile, project based environments
Previous experience developing and deploying new technology products
Preferred Qualifications
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
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
Uber Benefits .
#J-18808-Ljbffr