Uber
Head of Customer Experience Platform Segmentation Tech
Uber, Sunnyvale, California, United States, 94087
Head of Customer Experience Platform Segmentation Tech
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Head of Customer Experience Platform Segmentation Tech
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Uber
About The Role The Head of Segmentation Platform will sit within the Global Service Design team and is responsible for design, development, build, evolution, management and scaling of our Customer Support Segmentation Platform – a core system that intelligently segments customers and support requests to drive operational efficiency, personalization, and service excellence. This role sits at the intersection of Community Operations (CommOps) and Customer Obsession (CO) Product. You will work closely with CommOps frontline teams to deeply understand their business requirements, use data to define segmentation logic, and collaborate with engineering and data science teams to build a scalable solution that optimizes segmented customer experience. Over time, this platform will evolve from a rules-based system to a fully AI-enabled segmentation engine, capable of dynamic routing, prioritization, experimentation and personalization of customer interactions across support options. You will also work closely with CO stakeholders to design scalable solutions and drive effective rollout strategies and engage with CommOps stakeholders to align them as needed.
Responsibilities
Platform Ownership: Define the vision, strategy, roadmap and phased rollout of the Segmentation Platform for Customer Support
CommOps Partnership: Engage deeply with Operations teams to identify segmentation needs and usability requirements and translate them into platform requirements
Cross‑Functional Collaboration: Act as the bridge between CommOps and CO to ensure alignment on business goals, technical feasibility, and delivery timelines
Platform Development: Partner with data science and product teams to build and test the platform
AI Enablement: Lead the platform's evolution from rules‑based to AI‑driven segmentation, including experimentation with predictive and proactive models
Data Strategy & Governance: Define data models, metrics, and feedback loops for continuous improvement and transparency
User Enablement and scaling: Create documentation and processes that empower CommOps colleagues to leverage segmentation insights in daily decision‑making and define KPIs to monitor platform adoption, usefulness and business impact
Basic Qualifications
8+ years of experience in product operations, platform development or similar domains
2+ years of strong understanding of GenAI concepts and how to build platforms using Gen AI
Preferred Qualifications
Strong understanding of customer support workflows and how data can enhance segmented experience
Excellent collaboration skills with both technical and non‑technical stakeholders
Exceptional communication skills (both verbal and written)
Familiarity with SQL and data visualization / reporting tools
Proven ability to translate complex operational problems into structured, data‑driven solutions
Ability to quickly learn and contribute to the improvement of any Tech stack
Strong business acumen and ability to learn about business context quickly
Having an independent perspective at all times and ability to align leaders around it
Proven leadership experience managing cross‑functional or multidisciplinary teams
Engineering and MBA / Consulting experience
Experience working with segmentation engines
Experience in Operations or program management
Familiarity with prompt engineering or LLM evaluation
Familiarity with technologies like Python or similar
Ability to thrive in a fast‑paced, ambiguous environment
Seniority Level Director
Employment Type Full‑time
Job Function Business Development and Sales
Base Salary USD$186,000 per year – USD$207,000 per year for US locations. You will be eligible to participate in Uber’s bonus program, may be offered an equity award and other types of compensation. Benefit details are available at https://www.uber.com/careers/benefits.
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Head of Customer Experience Platform Segmentation Tech
role at
Uber
About The Role The Head of Segmentation Platform will sit within the Global Service Design team and is responsible for design, development, build, evolution, management and scaling of our Customer Support Segmentation Platform – a core system that intelligently segments customers and support requests to drive operational efficiency, personalization, and service excellence. This role sits at the intersection of Community Operations (CommOps) and Customer Obsession (CO) Product. You will work closely with CommOps frontline teams to deeply understand their business requirements, use data to define segmentation logic, and collaborate with engineering and data science teams to build a scalable solution that optimizes segmented customer experience. Over time, this platform will evolve from a rules-based system to a fully AI-enabled segmentation engine, capable of dynamic routing, prioritization, experimentation and personalization of customer interactions across support options. You will also work closely with CO stakeholders to design scalable solutions and drive effective rollout strategies and engage with CommOps stakeholders to align them as needed.
Responsibilities
Platform Ownership: Define the vision, strategy, roadmap and phased rollout of the Segmentation Platform for Customer Support
CommOps Partnership: Engage deeply with Operations teams to identify segmentation needs and usability requirements and translate them into platform requirements
Cross‑Functional Collaboration: Act as the bridge between CommOps and CO to ensure alignment on business goals, technical feasibility, and delivery timelines
Platform Development: Partner with data science and product teams to build and test the platform
AI Enablement: Lead the platform's evolution from rules‑based to AI‑driven segmentation, including experimentation with predictive and proactive models
Data Strategy & Governance: Define data models, metrics, and feedback loops for continuous improvement and transparency
User Enablement and scaling: Create documentation and processes that empower CommOps colleagues to leverage segmentation insights in daily decision‑making and define KPIs to monitor platform adoption, usefulness and business impact
Basic Qualifications
8+ years of experience in product operations, platform development or similar domains
2+ years of strong understanding of GenAI concepts and how to build platforms using Gen AI
Preferred Qualifications
Strong understanding of customer support workflows and how data can enhance segmented experience
Excellent collaboration skills with both technical and non‑technical stakeholders
Exceptional communication skills (both verbal and written)
Familiarity with SQL and data visualization / reporting tools
Proven ability to translate complex operational problems into structured, data‑driven solutions
Ability to quickly learn and contribute to the improvement of any Tech stack
Strong business acumen and ability to learn about business context quickly
Having an independent perspective at all times and ability to align leaders around it
Proven leadership experience managing cross‑functional or multidisciplinary teams
Engineering and MBA / Consulting experience
Experience working with segmentation engines
Experience in Operations or program management
Familiarity with prompt engineering or LLM evaluation
Familiarity with technologies like Python or similar
Ability to thrive in a fast‑paced, ambiguous environment
Seniority Level Director
Employment Type Full‑time
Job Function Business Development and Sales
Base Salary USD$186,000 per year – USD$207,000 per year for US locations. You will be eligible to participate in Uber’s bonus program, may be offered an equity award and other types of compensation. Benefit details are available at https://www.uber.com/careers/benefits.
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