About the Team
Uber's Customer Obsession AI team is building one of the largest GenAI products at Uber, serving nearly one billion customer interactions annually across all of Uber’s products globally – Rideshare, Delivery, Merchants, Autonomous Vehicles, Third-party offerings, and more.
Customer experience is at the heart of cutting edge applied AI today. The opportunity is expanding from handling individual customer queries into an end-to-end proactive AI assistant across the full user journey. We are rebuilding the product from the ground up to be AI-native, with a world-class team across product, engineering, data science, and design. The team is also “AI-pilled” – every day, we find and deploy new ways to use AI internally to accelerate development, improve quality, and increase innovation.
About the Role
We are looking for a Director of Product to lead Agentic AI for Customer Experience. This leader will define and deliver Uber's fully autonomous AI customer agent: built AI native from the ground up as a multimodal system that understands images, voice, and text; drives investigations and reasons from first principles; makes decisions across complex scenarios; and takes actions fully autonomously.
This role is a rare opportunity to ship AI with real-world consequences and transform an entire function at massive scale. Our AI serves nearly 1B user interactions a year globally, directly executes $XBs in transactions, and takes on increasingly complex tasks currently handled by 60K+ human operators. This makes product quality, guardrails, and accuracy/grounding essential. Your team will build both user-facing AI experiences and the platform capabilities required to operate them at scale, including evals, simulations, observability, LLM reasoning traces, AI debugging, and HITL-learning/self-learning.
You will lead approximately 10-15 Product Managers across the Bay Area and India.
What You’ll Do
• Set the product vision and multi-year strategy for Uber's agentic AI customer experience across products and markets. Expand customer experience from reactive resolution into a proactive, end-to-end AI assistant across the full Uber journey.
• Build a world-class AI customer agent that can understand text, images, and voice; reason through ambiguous situations; use context and memory; take actions; and optimize for customer and business outcomes.
• Drive bleeding-edge AI capabilities including multi-agent orchestration, fine-tuning, human-in-the-loop training, self-learning systems, multimodal capabilities (images/voice), context and memory, advanced reasoning.
• Own end-to-end product quality and build the AI platform capabilities to continuously improve agent behavior – evals, simulations, observability, LLM reasoning traces, AI debugging, experimentation, and HITL-enabled learning.
• Drive alignment across senior executives and cross-functional teams across Uber’s businesses.
• Lead, coach, and grow a high-performing, cross-geo Product Management organization.
• Raise the bar for execution speed and product quality, including using AI internally to accelerate product discovery, prototyping, development, testing, and iteration.
What we’re looking for
• Experience building and scaling user-facing AI products.
• Strong product vision and the ability to translate advances in AI into differentiated product experiences.
• Strong ability to lead teams and drive high-velocity execution while maintaining a high bar for quality. Not afraid to roll up your sleeves and get into the details.
• Proven ability to influence across organizational boundaries and drive alignment among senior leaders and cross-functional teams.
• Exceptional executive communication skills
• Experienced people manager with a track record of hiring, developing, and leading top talent.
• High ownership, urgency, curiosity, and a growth mindset.
Uber is proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know by completing this form .
For San Francisco, CA-based roles: The base salary range for this role is USD $288,000 per year - USD $320,000 per year.
For Sunnyvale, CA-based roles: The base salary range for this role is USD $288,000 per year - USD $320,000 per year.
For all US locations, you will be eligible to participate in Uber's bonus program, and may be offered an equity award & other types of comp. All full-time employees are eligible to participate in a 401(k) plan. You will also be eligible for various benefits.