Product Manager II, Help Center Platform

Uber; United States; On-site; USD 161,000 - 179,000; Full time

Benefits offered by this job

401(k) plan

Bonus program

Job summary

Uber is seeking a Product Manager for the Customer Obsession team to improve the UX of AI-powered conversational support surfaces. You will bridge tech and design, building infrastructure and governance for a shared UX library used across Uber’s business units.

You’ll work with AI/ML and design partners to scale high-quality support experiences, while coordinating with cross-functional teams to track impact and drive adoption.

Qualifications

• Experience: Bechelors degree in Computer Science or similar and 3+ years of product management experience, incl. high-impact internships.
• UX affinity & design partnership: Strong product sense and collaboration with Design and User Research.
• Technical literacy: Comfortable with AI/LLMs and discussing technical topics with engineers and platform users.
• Collaborative execution: Able to drive projects in a fast-paced, cross-functional environment.
• Communication & storytelling: Ability to articulate the "why" behind a feature and translate pain points into requirements.

Responsibilities

• Product thinking: Contribute to roadmap and execution of conversational UX component library.
• Champion the customer experience by blending design thinking, user research, and data into user impact stories.
• Execution & ownership: Build UX foundations and ship platform logic with Design and Engineering partners.
• Drive developer adoption: Own Developer Experience for the UX library; enable teams to adopt and contribute.
• Data-driven impact: Partner with Data Science to track user behavior changes after UX updates.
• Executive communication: Present progress updates to senior leadership and secure support.

Skills

UX affinity

Product sense

Communication & storytelling

Collaborative execution

Technical literacy

Education

Bachelor's degree in Computer Science or similar

Job description

About the Role

As a Product Manager on the Customer Obsession (CO) team, you will be responsible for improving the developer and user experience for Uber's AI-powered conversational support surfaces. This role bridges the gap between the underlying tech and intuitive user design. You will be responsible for the UX and the foundational platform capabilities that power these interactions. A key part of your mission will be democratizing innovation: you'll build the infrastructure and governance that allows cross-functional teams across Uber to contribute to a shared UX library, ensuring our next-generation AI assistants remain cohesive yet adaptable across different business units. You will leverage modern technologies (including AI/machine learning and conversational interfaces) and strong design partnerships to help scale high-quality support experiences across Uber.

What the Candidate Will Do

1. Product thinking: Contribute to the roadmap and execution of the conversational UX component library. Make tradeoff decisions with guidance, balancing user needs, technical constraints, and business impact


2. Champion the customer experience: Champion the end-user by blending design thinking, user research, and data into compelling 'user impact' stories.


3. Execution & ownership: Build the tech and persona-agnostic UX foundations required for a best-in-class experience. Partner with UXR to get quick feedback, Design for interface crafting, and Engineering to ship the underlying platform logic.


4. Drive developer adoption: Own the Developer Experience for our agentic UX library. You'll ensure frictionless discovery, previewing, and debugging, while building the \"code agents\" and tools that make it easy for teams to adopt and contribute.


5. Data-driven impact: Partner with Data Science to track user behavior changes following UX updates. Use these insights to drive prioritization and secure stakeholder buy-in by 'closing the loop' on performance.


6. Executive communication: Present clear and compelling progress updates to senior leadership, aligning stakeholders and securing support.

Basic Qualifications

1. Experience: Bechelors degree in Computer Science or similar AND 3+ years of product management experience (including high-impact internships). You have a foundational understanding of the product lifecycle and have successfully contributed to shipping digital features or products.


2. UX affinity & design partnership: A strong \"product sense\" with a deep appreciation for user experience. You are eager to partner closely with Design and User research to translate complex AI behaviors into intuitive, human-centric interactions.


3. Technical literacy: Comfortable navigating the technical side of AI and LLMs. You understand how conversational agents work and care about the Developer Experience - ensuring the tools and libraries you build are easy for other engineers to adopt. We don't expect you to code, but you should feel comfortable discussing deep technical topics with engineering teams and the platform users.


4. Collaborative execution: Proven ability to work in the trenches with cross-functional teams. You are organized, detail-oriented, and capable of driving projects forward in a fast-paced environment.


5. Communication & storytelling: Ability to clearly articulate the \"why\" behind a feature. You can translate user pain points into technical requirements and communicate progress effectively to both technical and non-technical teammates.

Preferred Qualifications

1. Experience working on mobile experiences and consumer products.


2. Phenomenal track record of working with engineering, analytics and design teams, with proven examples to prioritize work across the team.


3. Grittiness: you never hesitate to roll up your sleeves and tackle something hands-on.


4. Proven track record of growing and scaling a product.

Ready to Ride?

This isn't the kind of place where you follow a playbook - it's where you help write one. If you're driven by impact, energized by challenge, and ready to shape how the world moves - we'd love to hear from you.

You may be eligible for bonuses, equity, and other compensation, as well as a range of benefits.

Offices remain key to collaboration and Uber's culture. Unless approved for full remote work, employees must spend at least 50% of their time in-office. Some roles, like those at greenlight hubs, require full-time in-office presence.

Uber is proud to be an Equal Opportunity 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 $161,000 per year - USD $179,000 per year.

For Sunnyvale, CA-based roles: The base salary range for this role is USD $161,000 per year - USD $179,000 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.