Uber Technologies, Inc. is an American multinational transportation company that provides ride-hailing services, courier services, food delivery, and freight transport. It is headquartered in San Francisco, California, and operates in approximately 70 countries and 10,500 cities worldwide.

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COE Specialist II

About the Role

The Social Operations Response Team handles rider and driver-partner concerns across India, with utmost elan and efficiency and via Twitter, Instagram, Facebook, emails, and phone calls alike. The team collaborates closely with the IRT, ECR, and governance team to help users who contact us via social media.

What the Candidate Will Need

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, MFI escalations, provide language support to SL/BD, 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

Strong Verbal And Written Communication
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
Flexible hours and ability to work mornings, evenings, and weekends to cover hours of operation as needed.
Ability to stay calm under high-pressure situations
Must be Graduate

—- Preferred Qualifications —-

1 Minimum Year of Experience with Customer Support

We welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently. If you have the curiosity, passion, and collaborative spirit, work with us, and let’s move the world forward, together.

Offices continue to be central to collaboration and Uber’s cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role.

Manager, Business Operations

You would be joining as a Regional Operations Manager in Uber, India South Asia region as part of the Central Rider Operations team. You would be an integral part of managing the rider growth charter. You would also be embarking on a career path that will bring you closer to the world of consumer insight, acquisition, and engagement. You will be responsible for ensuring that Uber becomes the platform of choice for all riders, by improving the consumer journey across discovery, signup, booking experience, post-trip experience, and new product discovery. You will also build the In-app merchandising strategy for Uber’s portfolio of products.

The right person for this job should have excellent problem-solving and analytical skills, strong cross-functional collaboration and stakeholder management experience, and the ability to communicate clearly.

What the Candidate Will Do

Drive Rider Growth for the region, effectively collaborating with multiple local and global cross functional stakeholders across demand generation initiatives. Identify opportunities for rider growth by geography and use cases and opportunities to improve Uber’s share of wallet in the mobility business.
Create and implement strategies for rider acquisition and engagement using a segmented approach and rider profiling. Deliver overall portfolio growth by in-app merchandising and building out of app awareness programs for Uber products.
Use data analytics and qualitative research to test hypotheses, make sound business judgments. Show agility and execution excellence in addressing these issues in a time-bound manner. Develop a strong insight driven business strategy to scale rider growth for the region.
Partner with Global ops and Product teams to bring best practices and solutions to India and South Asia. Additionally, Partner with critical functional areas (Product, Marketing, BD, Policy, Ops, Legal, Tax, etc.) as needed, to drive business objectives.

What the Candidate Will Need

3-4 years of relevant work experience (management consulting, investment banking, operations, etc.)
Familiarity with CRM, CLM software and data analysis tools (SQL).
You have a proficient understanding of SEO/SEM, social media platforms, and digital marketing tools.
Excellent problem solving and analytical skills alognwith strong verbal and written communication.

Program Manager II, Tech – Quality (6-10 Years only)

About the Role

Being the custodian of the Quality at Uber by managing Testing and production bugs management for all the Uber Apps
Should develop an operational framework from 0 to 1 by identifying gaps in the current execution model leading to process improvements, efficiency gains, and overall quality improvements
Should be capable of developing new testing capabilities from the ground up, tailored to the needs of business and end consumers.
Define key OKRs and ensure they are met over and above the defined boundaries and constantly strive to take big bold bets that are consistent with the overall strategy and mission
Lead implementation of new scale operations processes which includes redefining the strategy, working through vendor partners, and ensuring the minimum impact on the defined KPIs
Oversee all operations and business activities to ensure the achievement of desired results
Ability to understand, read & write PRDs to support product teams on quick feature development.

What the Candidate Will Need / Bonus Points

—- What the Candidate Will Do —-

Define Test strategy, roadmap and gain operational efficiency for Quality@Uber
Define the processes to Ensure day to day operations on Quality is working seamlessly without any miss
Ability to ideate and include different areas of testing (eg. Performance, Load testing, Security etc.,) and should be competent in defining roadmap for scaling the same
Ability to question the status quo and bring in industry best practices for Quality, Production Bugs management
Work with the vendors, cross functional Engg. teams to deliver the artefacts
Ensure OKRs and metrics are on track and raise flags whenever necessary

—- Basic Qualifications —-

Minimum 6-10 years of experience in program management around software quality or improving operations or handling any software product/feature development
Experience in solving problems, both structured and ambiguous, at scale with strong attention to detail in constantly evolving business environments
Excellent written and verbal communication skills with the ability to influence internal and external partners
Self-motivated with a strong affinity for vision setting, strategic problem solving, and driving action
Experience with process design and optimization, program management, customer support strategies, quality assurance, and willingness to explore and learn new technologies
Strong analytical and quantitative skills with the ability to use data and metrics to back up assumptions, recommendations and drive customer and product-focused decisions
Entrepreneurial Mindset – Ability to think Top-Down and Bottom-up

—- Preferred Qualifications —-

Candidate with an MBA is added advantage
Ability to plan and execute in an organized manner
Ability to deep dive both technically and operationally on the problems and achieve operational excellence by finding appropriate solution

Manager II, Generative AI

Customer Obsession AI team’s mission is to transform customer support by creating highly efficient and magical support experiences for Uber customers by leveraging the power of data and AI. We specialize in NLP, GenerativeAI and Computer Vision. We are building autonomous GenAI Conversational Assistants for customer support and Agent Co-pilot systems that can provide intelligent, personalized and empathetic support. We are solving challenges such as multilingual (80+ languages) and multi-modal (images + text for now and in future voice) conversational intelligence, autonomous reasoning and policy-adherence, and AgenticAI. We are a full-stack AI team working on LLM research, rapid model prototyping, robust evaluation and monitoring systems, and reliable infrastructure for deployment at Uber scale. We are a mission-driven, highly collaborative team working out of Bangalore/Hyderabad in India and Sunnyvale/SF in the US.

—- What the Candidate Will Do —-

Manage a team of AI engineers to build GenAI based conversational support assistants and agent Co-pilot technology.
Encourage innovation, implementation of cutting-edge AI technologies, outside-of-the-box thinking, teamwork, and self-organization.
Present findings to senior leadership to inform business decisions.
Collaborate with cross-functional teams across disciplines such as product, engineering, and operations to drive system development end-to-end from ideation to productionization and ship great experiences for our customers.
Bring a passion to stay on top of industry trends, experiment with and learn new technologies, and participate in internal and external technical communities
Own the craftsmanship, reliability, and scalability of your solutions.
Mentor and guide the professional and technical development of engineers on your team, and continuously improve end-to-end AI development practices.
Hire top performing engineering talent and maintaining our commitment to diversity and inclusion.

—- Basic Qualifications —-

Bachelor’s degree in Computer Science.
4+ years of experience managing a team of ML engineers owning the end-to-end development and launch of innovative algorithms.
Experience setting roadmap and goals for the engineering team and leading engineering projects from planning through review stages.
Experience consulting with key partners, maximizing engineering resources, using measurable metrics and/or KPIs, and collating technical artifacts to make key engineering decisions.
Experience hiring, team building, performance management, mentorship, and employee development.
Experience advocating engineering best practices and driving engineering excellence within their team and organization.

—- Preferred Qualifications —-