About the Role
We're looking for a manager to lead our Customer Obsession Data Sciences team. Customer Obsession is about ensuring that every Uber customer support experience is extraordinary. The Data Sciences team is responsible for experimentation, models, and algorithms which helps Uber to optimize our customer support experience. We apply statistics and inference to really understand our customers so that our support representatives can get to the right outcome, faster. Our technology can help Uber customers answer their own questions or, even better, avoid the need for a customer support experience at all. This role reports directly to the Director, Applied Sciences for Customer Obsession
What the Candidate Will Need / Bonus Points
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---- What the Candidate Will Do ----
- Lead a team of data scientists to deliver insights and solutions to support both the technology and understanding of customer support.
- Drive rigor in our data science approaches to customer support problems; these approaches include including machine learning, experimentation, causal learning, time series analysis, and natural language processing
- Work with a cross-functional team that includes product management, engineering, operations, and others to execute projects
- Use data to to solve ambiguous, meaningful business problems impacting our everyday customers
---- Basic Qualifications ----
- Ph.D., M.S. or Bachelors degree in Statistics, Economics, Operations Research, Machine Learning, or other quantitative fields.
- Minimum of 10 years of experience with 5 years of people management experience
- Knowledge of underlying mathematical foundations of statistics, machine learning, optimization, economics, and analytics
- Experience with experimental design, exploratory data analysis, statistical analysis, testing, and model development
- Proficient in both a data ETL language (e.g. SQL) and a scripting language like Python or R for data analysis
---- What the Candidate Will Do ----
- Experience in causal inference or causal ML is a huge plus.
- Experience in leading data or applied science teams, including mentoring and coaching people managers
- Experience in algorithm development, prototyping, and productionizing for real-time systems
We welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently. If you have the curiosity, passion, and collaborative spirit, work with us, and let's move the world forward, together.
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.
*Accommodations may be available based on religious and/or medical conditions, or as required by applicable law. To request an accommodation, please reach out to accommodations@uber.com.