Product Manager II, Customer Obsession B2B

2 weeks ago

Bengaluru, Karnataka, India Uber Full time ₹ 15,00,000 - ₹ 25,00,000 per year

About The Role
As a Product Manager for Customer Obsession, you will be responsible for the strategy and development of support solutions to deliver exceptional customer experiences across mobile, web, and voice platforms for Uber Merchants (e.g. Restaurants, Grocery and Convenience stores etc.). You will be using best of breed technologies (including AI/machine learning) and innovative design thinking to accomplish this at a scale that has never been done before in the industry.

What You'll Do

  • Define the roadmap and lead the execution of support solutions for Merchants and B2B using GenAI.
  • Work closely with the Merchant Product team and a massive global community operations organization to build efficient and scalable customer support experiences.
  • Internalize and deeply understand Uber's mission and strategies, as well as the mission and objectives of your specific team.
  • Distill vision and strategy for the team, get all members of cross-functional team #superpumped.
  • Be incredibly truth-seeking. Collect whatever data is necessary to inform product direction, whether in the form of competitive intel, user behavior or other business metrics. Solicit and welcome critical feedback.
  • Drive cross-functional team to set qualitative objectives and quantitative goals.
  • Drive innovation, definition, deliverables planning (roadmap) and design of entirely new Uber products and product features to deliver against team and company goals. Requires challenging all members of cross-functional team (engineering, design, data science etc.) to think boldly and creatively and then funnel that energy into concrete products and execution plans.
  • Make tradeoff decisions based on technical and business insights and experimentation
  • Monitor and measure launched products and feed insights back into the product development process to drive growth
  • Clearly communicate product plans, benefits and results, as appropriate, to a spectrum of audiences, from internal stakeholders to Uber executives, employees, and customers

What You'll Need
Basic Qualifications

  • 4+ years experience delivering highly successful web or mobile products using GenAI
  • Bachelor's degree in a relevant field such as Computer Science, Information Systems, or Business (bonus points for MBA)
  • Passion for Uber's mission and the company's hybrid technology / operations nature.
  • A deep desire to grow and learn

Preferred Qualifications:

  • MBA from Top B School preferred
  • Strong understanding of core product management practices, including roadmap planning, stakeholder management, and cross-functional collaboration.
  • 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 demonstrate this data to make decisions without getting stuck in analysis paralysis
  • Grittiness: You don't hesitate to take initiative and address something hands-on, you persevere when others give up
  • A "driver" personality - constantly pushing toward clarity and delivery while balancing the need for great collaboration

About the Team
When figuring out what to do, we start with what is best for our customer. That can be hard, but we refuse to settle. Instead, we innovate to deliver magical experiences for drivers, riders, eaters and businesses incl. merchants using the Uber platform. Many companies talk about being customer-focused, but we are customer obsessed. We are committed to figuring out what matters to our customers and then doing everything in our power to deliver it.

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