"To create a profitable rideshare business, then, we've got to create enough ride volume to cover our costs. Anything left over is profit. The best way to do that is to create a rideshare network that is so amazing that people choose it millions of times every day-and even more in the future. And there's only one way to get there: customer obsession."
"I want to see the candidate close their eyes and ears and imagine what that feels like, then be able to describe the experience to me in detail, including what someone in that position might need, That's how I know I've got someone who can build great customer-obsessed experiences."
"Design a car for a deaf person."
A CEO uses an empathy-based interview prompt—asking candidates to design a car for a deaf person—to test the ability to imagine sensory limitations and specify user needs. The exercise evaluates whether candidates can describe experiences in detail and demonstrate a customer-first mindset. A background combining liberal arts study, an MBA, and roles at major tech firms reinforced an approach that treats customers as fickle and demands daily innovation. Profitability in ridesharing depends on generating sufficient ride volume to cover costs, and building a network people choose repeatedly requires relentless customer obsession.
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