Manager, Premium Product Experience
About the Role
We are seeking a Manager, Premium Product Experience to lead the end-to-end journey for Uber's most premium offering. This isn't just about moving people from A to B; it's about redefining luxury mobility. Our ultra-luxury tier product is designed for users who expect a chauffeur-driven experience that rivals the best in the world.
As the Experience Manager, you will be the primary architect of the guest and chauffeur journey. You will own the service standards that solidify this product as ultra-luxury-from the moment a ride is reserved to the dropoff at the guest's destination. This role requires a blend of high-level strategic design and meticulous operational execution. You will ensure that every touchpoint-booking experience, vehicle ambiance, chauffeur professionalism, and personalized preferences-exceeds the expectations of our most discerning riders.
For our chauffeurs you'll ensure that their experience with Uber is one that makes their lives easier and empowers them to do what they do best. From onboarding with Uber, to completing rides and delivering first-class
What You'll Do
- 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.
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.
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For Chicago, IL-based roles: The base salary range for this role is USD$146,000 per year - USD$162,000 per year.
For New York, NY-based roles: The base salary range for this role is USD$162,000 per year - USD$180,000 per year.
For Washington, DC-based roles: The base salary range for this role is USD$162,000 per year - USD$180,000 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. You will also be eligible for various benefits. More details can be found at the following link https://www.uber.com/careers/benefits.
Uber's mission is to reimagine the way the world moves for the better. Here, bold ideas create real-world impact, challenges drive growth, and speed fuels progress. What moves us, moves the world - let's move it forward, together.
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.
Offices continue to be central to collaboration and Uber's cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role.
Perks and Benefits
Health and Wellness
- Health Insurance
- Health Reimbursement Account
- Dental Insurance
- Vision Insurance
- Life Insurance
- FSA With Employer Contribution
- Fitness Subsidies
- On-Site Gym
- Mental Health Benefits
Parental Benefits
- Fertility Benefits
Work Flexibility
- Flexible Work Hours
- Remote Work Opportunities
- Hybrid Work Opportunities
Office Life and Perks
- Casual Dress
- Pet-friendly Office
- Snacks
- Some Meals Provided
- On-Site Cafeteria
Vacation and Time Off
- Paid Vacation
- Unlimited Paid Time Off
- Paid Holidays
- Personal/Sick Days
- Sabbatical
- Volunteer Time Off
Financial and Retirement
- 401(K)
- Company Equity
- Performance Bonus
Professional Development
- Work Visa Sponsorship
- Associate or Rotational Training Program
- Promote From Within
- Mentor Program
- Access to Online Courses
Diversity and Inclusion
- Employee Resource Groups (ERG)
- Diversity, Equity, and Inclusion Program