Uber has announced Vidhya Duthaluru as the global engineering head for the Customer Care platform. Based out of Bangalore, Vidhya will lead teams in Uber’s Bay Area and Bangalore tech centers to improve customer support experiences and feedback mechanisms for millions of users worldwide, including riders, drivers, eaters, delivery persons, and restaurants.
Vidhya joined Uber’s Bangalore tech center in August 2018 with a mandate to set up a team to build the customer care platform technology known as the Customer Obsession team within Uber. The team is responsible for creating seamless customer engagement experiences through the support platform for the Uber community globally. From being a first employee and a leader of this team, Vidhya in less than two years, successfully scaled up the team at Uber Bangalore to more than 70 employees today.
Under Vidhya’s leadership, the team in Bangalore has been at the forefront of high-impact innovations. She is now in charge of the entire Customer Obsession engineering team, including the teams at Uber’s San Francisco and Palo Alto tech centers. This team has delivered several in-app support features through automation and developed tools for Uber’s customer support executives. With state-of-the-art machine learning models that learn from trip signals and user behaviors, the team builds technology that predicts and resolves issues.
Born and raised in Mumbai, Vidhya did her engineering from University of Mumbai and later completed her Ph.D. in Electrical and Computer engineering from Rutgers University, USA. Vidhya is one of the few technologists who have worked in Speech Recognition and Natural Language Understanding from the very early days of the emergence of these technologies and has been at the forefront of their commercialization.
Commenting on her new role, Vidhya Duthaluru, Director Engineering and Global Head for Customer Obsession Team, Uber said,”I look forward to working with this talented team across our global tech centers in Bangalore and Bay Area as we continue to make a significant impact on customer experience through new technologies and data. I am delighted to be given this incredible opportunity to scale up the global Customer Obsession Engineering team at Uber and to build a transformational roadmap.”
Jennifer Anderson, Sr Director, Engineering, Uber said, “I am thrilled to have Vidhya lead the Global Customer Obsession Engineering team as we embark on our next phase of growth. Providing an excellent customer experience is central to Uber’s success. Vidhya has a strong track record of leading the Customer Obsession team in Bangalore and delivering innovative and high impact functionality. I look forward to Vidhya’s leadership to bring new industry-leading technology into this exciting area as we continue to scale the team.”
Uber Bengaluru and Hyderabad tech Centres are global centers that work towards improving the Uber experience for the Uber community, including riders, drivers, eaters, delivery persons, and restaurants globally. These centers house the smartest problem solvers in tech across engineering, product, design, research, data science, and engineering operations.