Remote Escalations Representative Jobs in Hackensack, NJ

Uber is building the systems, infrastructure, and operating models needed to help autonomy partners deploy commercially and serve riders at scale. As Uber expands support for remote assistance across more partners, markets, and vehicle platforms, remote assistance becomes a core commercialization capability: the human support layer that helps autonomous vehicles navigate ambiguity, recover gracefully, and operate reliably in the real world.

As the Lead Product Manager, Remote Assistance, you will lead the remote assistance product area and own the end-to-end success of Uber's remote assistance product. RA is a critical aspect of Uber's integrated AV support system, and you will play a key role in building best-in-class RA support for scaled commercial AV deployments. You will define when remote assistance is invoked, what operators can see and do, how edge cases are escalated and resolved, and how performance is measured and improved over time. You will work across engineering, product design, operations, safety, systems engineering and partner teams to build a scalable remote assistance product that can support multiple autonomy stacks, different vehicle capabilities, and varying market constraints. You will translate operational and technical complexity into clear product decisions, adapt and evolve Uber's RA product to new partnerships, and scale RA support for key partners globally. 

This role is ideal for a product leader with experience in autonomy, remote operations, or other complex real-time systems, and who is comfortable building products where safety, reliability, and operational rigor matter as much as user experience.

• Own the product strategy, roadmap, and execution for Uber's remote assistance platform, defining how human operators support autonomous vehicle operations across partners and markets.
• Define the end-to-end remote assistance system, including operator tooling, escalation triggers, decision boundaries, resolution workflows, auditability, and handoff points between autonomy systems and human operators.
• Build a scalable product platform that supports multiple partner integrations, vehicle platforms, operating models, and regional requirements without fragmenting the operator experience.
• Partner closely with engineering and autonomy teams to define system interfaces, backend services, data flows, and latency and reliability requirements needed for high-quality real-time support.
• Work with operations teams to design operator workflows, staffing assumptions, training inputs, and quality processes that enable effective day-to-day execution.
• Establish metrics and feedback loops to evaluate safety, intervention quality, response latency, operator efficiency, resolution outcomes, and rider impact.
• Collaborate with safety, legal, and policy partners to define guardrails, escalation protocols, and incident review processes for remote assistance operations.
• Drive launch readiness for new partners, features, and geographies, ensuring remote assistance capabilities are in place before commercial deployment.
• Use learnings from field operations, incidents, and partner changes to prioritize roadmap improvements and reduce unnecessary human intervention over time.
• Communicate strategy, tradeoffs, performance, and key risks clearly to leadership and cross-functional stakeholders.

• Demonstrated experience owning and delivering complex, technical products in autonomy, robotics, mobility, or other real-time operational systems.
• Strong product judgment and the ability to translate ambiguous technical and operational problems into clear product requirements, roadmap decisions, and execution plans.
• Experience working closely with engineering, operations, safety, and cross-functional teams to deliver end-to-end systems.
• Experience with human-in-the-loop, remote operations, dispatch, control center, or other workflows where real-time decision-making, latency, and reliability are critical.
• Ability to define success metrics, prioritize roadmaps, and drive execution across multiple internal and external stakeholders.
• Strong communication and stakeholder management skills, including experience representing product direction with senior leaders and partners.

• Experience working on autonomous vehicles, robotics, or other autonomy systems.
• Direct experience building, launching, or managing remote assistance, teleoperation, or remote driving systems.
• Experience in industries such as mobility, logistics, mining, aerospace, defense, or industrial automation where operators support remote or automated assets.
• Background in systems engineering or experience working deeply across hardware, software, and operations.
• Experience building products that span multiple partners, platforms, or operational environments.
• Experience with evaluation, incident analysis, or validation systems in safety-critical environments.

Ready to Ride?

For New York City, NY-based roles: The base salary range for this role is USD $216,000 per year - USD $240,000 per year.

For San Francisco, CA-based roles: The base salary range for this role is USD $216,000 per year - USD $240,000 per year.

For Seattle, WA-based roles: The base salary range for this role is USD $216,000 per year - USD $240,000 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. All full-time employees are eligible to participate in a 401(k) plan. You will also be eligible for various benefits.