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Uber Logo Uber · IT - Software Development

Head of Customer Experience Platform Segmentation Tech

United States, Sunnyvale 203000.00 - 225500.00 USD / Year · Job Posted March 19, 2026
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Job Description

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.

Job Responsibility

  • 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 — ensuring 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

Requirements

  • 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
  • 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

Nice to have

  • 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

What we offer

  • Eligible to participate in Uber's bonus program
  • May be offered an equity award & other types of comp
  • All full-time employees are eligible to participate in a 401(k) plan
  • Eligible for various benefits
Uber - All Job Offers

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