Senior Product Operations Manager Intern

Who I talked to

I listened to merchant calls to understand what our support agents were solving, then talked with the people who designed the support policy and the teams that gave input on it. I also interviewed the customer experience team and went to restaurants to hear directly from merchants.

1. WHAT I FOUND

   Human agents solved the same problems as the automation but earned a higher CSAT (customer satisfaction score). Sometimes they stepped outside the policy to do it, while the automation followed the policy exactly.

   WHAT I DID

   I flagged the policy gaps to the operations team.

2. WHAT I FOUND

   The people who designed the policy and the teams that shaped it confirmed it was not exhaustive and needed more flexibility for edge cases.

   WHAT I DID

   The redesigned automation covers more cases and gives merchants more flexibility.

3. WHAT I FOUND

   Restaurants care most about operational efficiency. When something goes wrong, they have to keep the kitchen running while they report the issue to Uber Eats.

   WHAT I DID

   I added a hands-free mode powered by voice AI, so merchants can report an issue without stopping work.

4. WHAT I FOUND

   Merchants said they could not really explain their problem to the automation and never saw what came of it.

   WHAT I DID

   That confirmed the policy and the automation needed to handle more situations, which shaped the redesign.

What changed: I turned these findings into a redesigned automation with more exhaustive cases, more flexibility, and a hands-free voice mode, then built a front-end prototype and a PRD with user stories and acceptance criteria. Executives agreed to begin development after the internship.