Job Information
Uber Program Leader, Quality Activation in San Francisco, California
About The Role
Global Quality is taking steps to transform how we support and enable our frontline agents and CommOps partners to drive positive support experiences. By leveraging a standard program grounded in agent behaviors enabled by advanced tech, we can increase the scope and coverage of audits. We are seeking a Quality Activation leader to develop and execute plans to best leverage the new, high volume data and trends. This role will also help support the ongoing calibration to link our Quality Programs seamlessly to BAU operations. We are looking for a Global Quality Activations Lead who will focus on incubating and activating program solutions before handing off to operations . This role will be a key part of our Global Quality Leadership team.
What You'll Do
Design and implement plans for newly developed Quality programs and leverage the activations team members to incubate them before handoff to operations for full scale deployment
Lead the support for pilots and experimentations for the Global Quality team to test new and innovative approaches to completing Quality Audits
Identify, scope and drive continuous improvement initiatives focused on improving Quality behavior demonstration across Mobility , Delivery and Global Programs
Develop and manage review and approval cycles for improvements to program documentation that will allow operations to seamlessly scale changes
Partner with Internal program managers focused on building Quality standards to include findings from the incubations process
Support Cross functional strategic initiatives like transfer reduction, R&A compliance, etc. to improve customer experience and business performance
Build and lead a high-performing team, providing guidance, mentorship, and professional development opportunities to enhance team capabilities and effectiveness.
Basic qualifications
7+ years of experience in quality management, program management, or operations excellence-focused roles within the transportation or technology industry.
Proven ability to develop and execute strategic quality program strategies, driving business results and operational excellence.
Strong knowledge of quality management principles, methodologies, and tools, with experience in implementing quality programs and driving continuous improvement.
Excellent analytical and problem-solving skills, with the ability to analyze data, identify trends, and derive actionable insights to improve service quality and reliability
Exceptional leadership and people management skills, with the ability to inspire, motivate, and develop teams to achieve organizational goals
Outstanding verbal and written communication skills, with the ability to effectively communicate complex concepts and strategies to diverse stakeholders.
Proven ability to collaborate effectively with cross-functional teams and stakeholders at all levels of the organization to drive alignment and achieve common goals.
For Chicago, IL-based roles: The base salary range for this role is USD$137,000 per year - USD$152,000 per year. For New York, NY-based roles: The base salary range for this role is USD$152,000 per year - USD$169,000 per year. For Phoenix, AZ-based roles: The base salary range for this role is USD$122,000 per year - USD$135,500 per year. For San Francisco, CA-based roles: The base salary range for this role is USD$152,000 per year - USD$169,000 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. You will also be eligible for various benefits. More details can be found at the following link https://www.uber.com/careers/benefits.
Uber is proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know by completing this form- https://docs.google.com/forms/d/e/1FAIpQLSdb_Y9Bv8-lWDMbpidF2GKXsxzNh11wUUVS7fM1znOfEJsVeA/viewform