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Manager, Premium Product Experience

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Uber

2mo ago

  • Job
    Full-time
    Senior Level
  • Customer Relations
    Product
  • New York

AI generated summary

  • You need a Bachelor's in Hospitality, Business, or related field, 5+ years in luxury sectors, strong data skills (SQL), 0-to-1 product experience, and ability to influence stakeholders.
  • You will design the service journey, optimize booking flow, drive service excellence, lead cross-functional teams, and develop incident recovery strategies for premium products.

Requirements

  • Basic Qualifications
  • Bachelor's Degree in Hospitality Management, Business, Economics, or a related field.
  • 5+ years of experience in luxury hospitality, premium mobility, or high-end retail operations.
  • Preferred Qualifications
  • Luxury Mindset: Deep understanding of the "chauffeur" vs. "driver" distinction and what makes a 5-star hospitality experience.
  • Analytical Rigor: Ability to use data (SQL preferred) to track experience health and identify systemic issues in the service chain.
  • 0-to-1 Experience: Proven track record of launching or scaling premium products where attention to detail is the primary competitive advantage.
  • Stakeholder Influence: Experience navigating complex organizations and influencing Product/Tech roadmaps to support operational excellence.
  • Empathy & Insight: Exceptional ability to anticipate guest needs and translate them into operational workflows.

Responsibilities

  • Design the End-to-End Journey: Build and refine the Service Standards, moving beyond app mechanics to define the physical experience (e.g., chauffeur attire, meet-and-greet protocols, in-car amenities).
  • Optimize the Booking to Completion" Flow: Identify friction points in the reservation & ride app experience and partner with cross-functional teams to improve the experience.
  • Drive Service Excellence: Develop specialized quality metrics that go beyond standard Uber ratings.
  • Cross-Functional Leadership: Act as the voice of the customer & chauffeur to Product, Tech, and Marketing to ensure the digital experience reflects the physical luxury of the ride.
  • Incident & Recovery Strategy: Partner with our support org to define the support processes needed for premium products.

FAQs

What is the primary responsibility of the Manager, Premium Product Experience?

The primary responsibility is to lead the end-to-end journey for Uber's ultra-luxury tier product, ensuring that both guests and chauffeurs receive a superior experience that meets ultra-luxury service standards.

What qualifications are required for this role?

A Bachelor's Degree in Hospitality Management, Business, Economics, or a related field, along with 5+ years of experience in luxury hospitality, premium mobility, or high-end retail operations.

What skills are preferred for candidates applying for this position?

Preferred skills include a luxury mindset, analytical rigor (with SQL experience preferred), 0-to-1 experience in launching or scaling premium products, stakeholder influence, and the ability to empathize with guests and translate their needs into operational workflows.

What does the role's cross-functional leadership entail?

Cross-functional leadership involves acting as the voice of the customer and chauffeur to various teams including Product, Tech, and Marketing, ensuring that the digital experience reflects the expected physical luxury of the ride.

Is there an incident and recovery strategy in place for this premium offering?

Yes, the role involves partnering with the support organization to define the necessary support processes for the premium product, ensuring effective incident and recovery strategies are in place.

What can candidates expect in terms of salary for this role in different locations?

For Chicago-based roles, the salary ranges from USD $146,000 to $162,000 per year. For New York and Washington, DC-based roles, it ranges from USD $162,000 to $180,000 per year.

Are there benefits associated with this position?

Yes, employees in this role will be eligible to participate in Uber's bonus program, and may receive an equity award along with other types of compensation and various benefits.

What does "0-to-1 experience" mean in the context of this job description?

"0-to-1 experience" refers to a proven track record of launching or scaling premium products where attention to detail is crucial for competitive advantage.

Is familiarity with SQL important for this role?

Yes, having analytical skills, including proficiency in SQL, is preferred as it helps in tracking experience health and identifying systemic issues in the service chain.

How does this role contribute to optimizing the booking experience?

The Manager will identify friction points in the reservation and ride app experience and collaborate with cross-functional teams to enhance the overall user experience from booking to completion.

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Uber

We reimagine the way the world moves for the better.

Technology
Industry
10,001+
Employees
2009
Founded Year

Mission & Purpose

We are Uber. The go-getters. The kind of people who are relentless about our mission to help people go anywhere and get anything and earn their way. Movement is what we power. It’s our lifeblood. It runs through our veins. It’s what gets us out of bed each morning. It pushes us to constantly reimagine how we can move better. For you. For all the places you want to go. For all the things you want to get. For all the ways you want to earn. Across the entire world. In real time. At the incredible speed of now. The idea for Uber was born on a snowy night in Paris in 2008, and ever since then our DNA of reimagination and reinvention carries on. We’ve grown into a global platform powering flexible earnings and the movement of people and things in ever expanding ways. We’ve gone from connecting rides on 4 wheels to 2 wheels to 18-wheel freight deliveries. From takeout meals to daily essentials to prescription drugs to just about anything you need at any time and earning your way. From drivers with background checks to real-time verification, safety is a top priority every single day. At Uber, the pursuit of reimagination is never finished, never stops, and is always just beginning.

Culture & Values

  • Go get it

    Bring the mindset of a champion. Our ambition is what drives us to achieve our mission. How we define a champion mindset isn’t based on how we perform on our best days, it’s how we respond on the worst days. We hustle, embrace the grind, overcome adversity, and play to win for the people we serve. Because it matters.

  • Trip obsessed

    Make magic in the marketplace. The trip is where the marketplace comes to life. The earner, rider, eater, carrier and merchant are the people who connect in our marketplace - and we see every side. This requires judgment to make difficult trade-offs, blending algorithms with human ingenuity, and the ability to create simplicity from complexity. When we get the balance right for everyone, Uber magic happens.

  • Build with heart

    We care. We work at Uber because our products profoundly affect lives and we care deeply about our impact. Putting ourselves in the shoes of the people who connect in our marketplace helps us build better products that positively impact our communities and partners. Our care drives us to perfect our craft.

  • Stand for safety

    Safety never stops. We embed safety into everything we do. Our relentless pursuit to make Uber safer for everyone using our platform will continue to make us an industry leader for safety. We know the work of safety never stops, yet we can and will challenge ourselves to always be better for the communities we serve.

  • See the forest and the trees

    Know the details that matter. Building for the intersection of the physical and digital worlds at global scale requires seeing the big picture and the details. Knowing the important details can change the approach, and small improvements can compound into enormous impact over time.

  • One Uber

    Bet on something bigger. It’s powerful to be a part of something bigger than any one of us, or any one team. That’s why we work together to do what’s best for Uber, not the individual or team. We actively support our teammates, and they support us - especially when we hit the inevitable bumps in the road. We say what we mean, disagree and commit, and celebrate our progress, together.

  • Great minds don't think alike

    Diversity makes us stronger. We seek out diversity. Diversity of ideas. Identity. Ethnicity. Experience. Education. The more diverse we become, the more we can adapt and ultimately achieve our mission. When we reflect the incredible diversity of the people who connect on our platform, we make better decisions that benefit the world.

Benefits

  • Comprehensive Healthcare

  • Flexible Work

  • Uniquely Uber

  • Health & Wellness