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Manager, Premium Product Experience

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Uber

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Location:
United States , New York ▼

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Category:
-

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Contract Type:
Not provided

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Salary:

146000.00 - 180000.00 USD / Year
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Job Description:

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.

Job Responsibility:

  • 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

Requirements:

  • 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
  • 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
What we offer:
  • eligibility to participate in Uber's bonus program
  • may be offered an equity award & other types of comp
  • eligible for various benefits

Additional Information:

Job Posted:
February 04, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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