דרושים Program Leader Quality Activation ב-Uber ב-ארהב

What You Will Do

• Analyze support escalations data to identify root causes and trends impacting customer experience, and collaborate with relevant teams to implement solutions.
• Lead cross-functional initiatives to drive defect reduction and process improvements across Product, Policy, and Support functions.
• Develop and present clear reports and insights to senior stakeholders and global partners to inform strategic decision-making.
• Manage ongoing communication and alignment with multiple teams to ensure timely resolution of high-priority customer issues.
• Improve support case resolution rates by identifying bottlenecks and working with teams to optimize workflows and resources.
• Support the creation and maintenance of escalation handling frameworks and best practices to improve operational effectiveness.

What You Will Need

• At least 3+ years of Customer Support related Program Leadership experience is required!
• Advanced analytical and problem-solving skills with a proven track record of driving root cause analysis and systemic improvements using complex support and escalation data.
• Demonstrated ability to lead cross-functional collaboration and influence senior stakeholders across Product, Policy, Operations, and Support teams to resolve high-impact customer issues.
• Excellent communication and storytelling skills, capable of presenting complex insights clearly and persuasively to diverse audiences including leadership and global partners.
• Experience with advanced data analysis tools and techniques (e.g., SQL, Excel, BI platforms) to extract actionable insights from large and complex datasets.
• Background in customer experience, support operations, or escalation management within a fast-paced tech or consumer-facing environment.
• Proven success in driving process improvements and defect reduction initiatives that have significantly enhanced customer satisfaction or operational efficiency.
• Strong project management skills with experience coordinating cross-functional teams and managing multiple priorities to deliver impactful results.

* Accommodations may be available based on religious and/or medical conditions, or as required by applicable law. To request an accommodation, please reach out to .

About the Role

As a People Operations Program Manager, you will oversee a diverse range of People-focused programs to support our continued growth. You will play a key role in driving continuous improvement of processes & controls while ensuring an exceptional employee experience.

What You’ll Do

• Lead Cross-Functional People Programs: Drive high-impact initiatives across the employee lifecycle, with a strong emphasis on compliance, operational excellence, and elevating the overall employee experience. Ensure programs are globally aligned yet locally adaptable.
• System & Compliance Governance: Design, launch, and manage internal compliance campaigns—including mandatory trainings, policy acknowledgments, and audit processes—by leveraging systems and data-driven oversight. Ensure timely execution, rigorous tracking, and alignment with key stakeholders.
• Vendor & BPO Management: Oversee external partnerships with vendors and BPO providers, ensuring service excellence through well-defined SLAs, robust data insights, and proactive relationship management to continuously optimize performance.
• Data-Driven Decision Making: Monitor and analyze operational data, service metrics, and KPIs to identify trends, surface inefficiencies, and implement improvements that streamline HR operations and enhance service delivery.
• Scalable Solutions & Enablement: Build intuitive tools, templates, process documentation, and communication strategies to ensure operational scalability and long-term sustainability of people programs.
• Stakeholder Engagement & Collaboration: Partner closely with global shared services and subject matter experts to co-design and implement solutions. Cultivate trusted relationships with internal stakeholders to ensure programs are employee-centric and strategically aligned.
• Feedback & Reporting: Deliver meaningful insights and actionable feedback to senior leadership, highlighting opportunities to improve policies, processes, compliance health, and the employee journey.
• Project Leadership: Lead global and regional projects from planning through execution, ensuring cross-functional coordination and delivery of measurable outcomes aligned with strategic business priorities.

Basic Qualifications

• 4+ years of experience in Human Resources with a strong focus on shared services and/or HR operations
• Bachelors Degree
• Demonstrated expertise in project and program management, with a proven track record of leading strategic initiatives across global organizations

Preferred Qualifications

• Experience with Oracle HCM, AI tools, vendor management, and compliance operations
• In-depth knowledge of local HR practices, policies, and programs across diverse regions.
• Excellent communication, presentation, and influencing skills, with the ability to engage stakeholders at all levels.
• Skilled in managing complex, cross-functional projects while effectively balancing competing priorities and timelines.
• Strong problem-solving, critical thinking, and analytical skills, with the ability to turn data into actionable insights.
• Experience with HRIS platforms, data analytics, business intelligence tools, and lean process improvement methodologies (e.g., Six Sigma).
• Proven ability to build and manage vendor relationships, including contract negotiation and performance evaluation.
• Prior experience applying change management principles to support large-scale organizational initiatives.
• Working knowledge of AI tools, including ChatGPT and Google Gemini, with the ability to apply them to enhance HR operations, productivity, and strategic planning.

About the Role

As a TPM in this role, you will own and drive large, complex cross-team technical initiatives for Platform Engineering in one or more areas of Capacity, Platform Efficiency, Reliability, Cloud, modernization, and Security. Only a few and very high-impact programs at Uber will have TPMs assigned to them, and those programs require a cross-functional engagement among stakeholders and leadership to succeed.

Specifically, you will own the problem space, work closely with engineering leads to conceptualize solutions, organize/align multiple engineering teams for delivery, and drive execution leveraging KPIs. You will look for ways to standardize, ensure execution is efficient and consistent, and set accountability by tracking progress, resolving dependencies, identifying issues, evaluating risks, and communicating status to leadership and stakeholders. You will intrinsically act as a coach to engage and energize the product and engineering teams to achieve important goals.

What you will do:

1. Manage complex and large-scale cross-team, cross-functional initiatives. Interface with engineering managers and engineers to estimate work efforts, define milestones, and manage resources. Track progress, resolve dependencies, evaluate risks, and communicate status to upper management and program stakeholders. Engage and energize ‌project teams to achieve aggressive goals.
2. Proactively remove obstacles to drive momentum and progress. Identify communication gaps, manage issue escalations, and provide support to teams balancing competing priorities. Drive results proactively.
3. Understand technical implementation at the architecture level and propose technical alternatives when necessary. Ask questions that clarify priorities and push the team to be highly effective. Develop broad domain and technical knowledge.
4. Understand product compromises. Have the end customer in mind and be able to bridge between end customer and technical aspects with a data-driven approach to increase our efficiency.
5. Help manage the cross-functional strategic planning and business planning process, leading conversations with key stakeholders to develop concepts for strategic initiatives, and developing those into detailed program / project plans (including roadmaps, funding planning, resource planning, clear objectives, measurable outcomes, and hiring goals).
6. Continuously improve and scale the organization. Implement continuous improvements to the engineering organization and the program management process. Share program/project process frameworks, tools, and best practices that can be adopted throughout the organization. Improve product development and delivery. Mentor project management skills within our engineering leadership team.

* Accommodations may be available based on religious and/or medical conditions, or as required by applicable law. To request an accommodation, please reach out to .

1. Execute CX Strategy : Lead the execution of comprehensive customer experience strategies that align with business objectives, focusing on enhancing user satisfaction, loyalty, and long-term growth. Drive alignment across regional and global teams to ensure consistent, high-quality experiences at scale.
2. Drive Operational Excellence : Oversee the operational management of customer experience programs. Drive efficiency initiatives, cost management, and process improvements to maximize impact and resource utilization.
3. Lead Cross-Functional collaboration : Foster strong partnerships with key departments (e.g., Ops, Product, Tech, Business, Global teams) to align on customer experience initiatives. Act as a strategic liaison to ensure seamless execution and cross-departmental synergies in delivering customer-focused outcomes.
4. Champion Customer-Centric strategy across the Organization : Advocate for customer-centric initiatives within strategic discussions, ensuring that customer needs and feedback are central to decision-making.
5. Leverage Data to Inform Strategy & Operational Decisions : Utilize data and analytics to measure the effectiveness of CX strategies and operational performance. Provide actionable insights to refine and adapt strategies, identify opportunities for operational improvements, and support business growth.
6. Monitor Program Performance & Report on Results : Regularly assess program and initiative performance against KPIs and business objectives. Provide senior leadership with insights on progress, challenges, and opportunities, ensuring timely adjustments to keep programs on track.
7. Align Global and Regional Teams for Scalability : Ensure alignment between global and regional teams to scale customer experience operations efficiently. Support localization efforts where necessary while maintaining a consistent experience across markets.

1. Program Management expertise : 5+ years of experience leading complex, cross-functional programs with a proven track record of flawless execution and delivering meaningful business outcomes.
2. Product Development leadership : Demonstrated success in driving product development initiatives from concept through launch. Deep understanding of the product lifecycle, strong collaboration with Tech teams, and hands-on experience with agile methodologies.
3. Digital Customer Experience : In-depth knowledge of omnichannel experience design and optimization—including chat, email, phone, social, in-app messaging, and other digital platforms—to enhance the end-to-end customer journey.
4. Stakeholder Management: Skilled in influencing and aligning cross-functional teams. Strong ability to navigate organizational dynamics to build consensus and drive shared goals.
5. Strategic Thinking & Problem Solving : Proven ability to think strategically and solve complex challenges. Skilled at developing actionable strategies that support both short-term execution and long-term growth, with a focus on operational efficiency and adaptability in fast-changing environments.
6. Data-Driven Decision Making : Advanced analytical skills with the ability to interpret customer insights, NPS/CSAT metrics, and behavioral data to define strategies. Experienced in using dashboards, reporting tools, and customer data platforms to drive performance.
7. Voice of the Customer (VoC) Programs : Experienced in designing and scaling VoC programs to systematically capture, analyze, and act on customer feedback across all touchpoints—closing the loop between insight and action.
8. Customer-Centric mindset : Deeply committed to delivering world-class customer experiences and embedding customer-centric thinking into team culture and strategic decision-making. Advocates for the customer at every level of the organization.
9. Well developed communication : Skilled in crafting and delivering clear, compelling communications—across presentations, written content, and everyday interactions—to effectively inspire, inform, and align stakeholders at all levels. Adept at tailoring messages to diverse audiences to drive clarity, engagement, and action.
10. Multilingual Fluency : Fluent in English and Spanish; working proficiency in Portuguese is a plus

1. Experience in Tech or High-Growth Environments : Background in fast-paced tech companies (e.g., Amazon, Meta, Uber, DiDi, etc.) where customer-centricity, operational excellence, and agility are critical. Experience navigating complex organizational structures and delivering results at scale.
2. SQL & Data Literacy : Working knowledge of SQL and data analysis tools to independently query, analyze, and visualize customer data. Ability to partner effectively with Data/BI teams to inform decision-making and uncover insights.
3. Agile Program Management : Solid understanding of Agile principles and experience working within Agile or hybrid environments. Comfortable collaborating with Product and Engineering teams using frameworks like Scrum or SAFe.
4. Global or Cross-Cultural Team Management : Experience working in or leading teams across different cultures, time zones, and business contexts. Sensitivity to cultural nuances and the ability to adapt communication and leadership style accordingly.

* Accommodations may be available based on religious and/or medical conditions, or as required by applicable law. To request an accommodation, please reach out to .

About the Role

Global Quality is seeking a Sr Program Manager to evolve our tech-enabled, highly standardized, and scalable program solutions. This role focuses on Safety Programs, ensuring both exceptional support experiences and high levels of process and regulatory compliance globally and regionally.

The Sr Program Manager will collaborate with cross-functional teams to design, implement, and manage Quality programs for Safety functions in alignment with strategic objectives and business requirements. This leader and their team will be responsible for understanding specific global and regional needs, with a strong emphasis on both user experience and regulatory/compliance requirements, to craft solutions that ensure all support interactions are monitored accordingly.

What You’ll Do

• Support ongoing Safety programs, aligning with expectations from Global and Regional Safety teams.
• Baseline program performance and develop strategies to improve metrics in collaboration with internal teams, GSO, Regional CommOps, and Global Teams.

• Evaluate the effectiveness of existing compliance programs and implement improvements for enhanced efficiency.

• Develop and execute a comprehensive compliance strategy, adhering to organizational objectives and regulatory obligations, including data protection and industry-specific requirements.

• Stay updated on relevant laws, regulations, and guidelines impacting Global and Regional CommOps operations. Conduct regular assessments to identify compliance gaps, emerging risks, and areas for improvement.
• Lead the development, review, and implementation of compliance policies, procedures, and controls to ensure consistency and effectiveness across all lines of business (Mobility, Delivery, G&R, etc.).

• Identify potential compliance risks and vulnerabilities through risk assessments, developing proactive mitigation strategies and action plans to strengthen control mechanisms.

• Work closely with Global and Regional CommOps to integrate experience and compliance considerations into the Quality framework for critical workflows.

• Partner with L&D to develop and deliver compliance training programs for frontline teams, promoting awareness of standards and fostering a culture of compliance across COE and BPO teams.
• Document compliance activities and prepare reports for internal stakeholders and external regulatory bodies as needed, in partnership with regional teams.
• Coordinate and support internal and external audits, providing necessary documentation and responses to inquiries.

Basic Qualifications

• Bachelor’s degree in Business Administration, Information Technology, Legal Studies, or a related field.
• 8+ years of experience in quality management, program management, or operations leadership roles within the transportation or technology industry.
• Proven ability to develop and execute strategic quality program strategies, driving business results and operational excellence.
• Understanding 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
• Experience in developing and implementing compliance and Risk management strategies
• Strong knowledge of risk assessment and management principles, with the ability to identify, assess, and mitigate compliance risks effectively.
• Experience in implementing and enforcing compliance policies, procedures, and controls to ensure regulatory compliance and mitigate risks.
• Excellent verbal and written communication skills, with the ability to communicate complex compliance concepts clearly and effectively to diverse audiences.
• High level of accuracy and attention to detail in all aspects of work
• Proven ability to collaborate effectively with cross-functional teams and stakeholders at all levels of the organization to drive alignment and achieve compliance objectives.

• Understanding of relevant laws and regulations Uber or similar mobility/transportation orgs are exposed with a strong grasp of compliance principles and best practices.

* Accommodations may be available based on religious and/or medical conditions, or as required by applicable law. To request an accommodation, please reach out to .

About the Role

This is an exciting opportunity to join the GDX (Global Digital Experience) Product Insights and Rollouts Team in APAC to lead the management and rollout of Consumer products and implement the transformative technology in Customer Support. AI-powered Support is a key business priority to drive impact through the rapid, global scaling of new tech and products. What you can deliver and earn in this role:

• Own and drive a key lever in achieving a company-wide strategic initiative (global by default and reduce complexity).
• Direct visibility and interaction with senior leaders across CommOps and Product. Great opportunity to get closer to Product, Engineering, and Product Operations.

What the Candidate Will Do:

• Manage existing rollouts of Support products in APAC: Work with different APAC and Global stakeholders to lead the launch and rollout of Consumer roadmaps across APAC.
• Investigate issues as they come: Work with the Global and APAC teams to investigate issues that may happen in the process of rollouts or daily operations, managing Jira tickets as needed.
• Analysis and reporting of Eerner metrics: Review and report on Consumer metrics and how they perform on a week to week basis, and then generate insights on how products and rollouts can impact said metrics moving forward.
• Communication: you’ll be presenting to senior leaders, stakeholders, and large audiences, leading meetings, and driving impactful internal comms about product rollouts and insights.

Basic Qualifications

• Problem-solving & analytical skills : rapid identification of potential challenges and designing, aligning, and implementing solutions. Ability to conduct analysis independently.
• Strong stakeholder management skills: extending across global and in-market teams, as well as different organizations across Uber.
• Ability to navigate matrix organization : knowing who to engage with and when to drive the program forward.

Preferred Qualifications

• Understanding of product development lifecycle and the role of the different contributors across Product, engineering, design, data science, and operations.
• Above average tech understanding - The people who thrive in PIR can deduce how technology works through basic logic and by reading voluminous Product Requirements Documents.

* Accommodations may be available based on religious and/or medical conditions, or as required by applicable law. To request an accommodation, please reach out to .

About the Role

You will partner closely with teams across Data Platform, Infrastructure, Engineering Security, Product, and Legal, serving as the connective tissue across disciplines to deliver secure, compliant, and scalable solutions. This role requires strong technical depth, strategic program ownership, and a proactive leadership mindset.

As a TPM, you will own the problem space end-to-end, working closely with engineering and product leaders to define and drive solution strategy. Lead high-impact, cross-functional initiatives, coordinating efforts across multiple engineering teams to deliver secure outcomes. Establish and track clear program milestones, KPIs, and success metrics to ensure accountability and transparency. Proactively identify risks, resolve dependencies, and escalate issues as needed to keep execution on track.Drive operational rigor by standardizing best practices, improving execution efficiency, and enabling consistent, repeatable program delivery. Deliver clear and concise executive communications, including regular program updates to senior leadership and stakeholders.

What the Candidate Will Do:

• You are a strategic, execution-focused TPM who can fluidly move between big-picture thinking and detailed program execution. You lead complex, cross-functional security initiatives — often with tight deadlines and high ambiguity — and are a trusted connector across the company. Intuitive, driven, organized, and direct, you build strong relationships with stakeholders at all levels, identify communication gaps early, and create clarity in fast-moving environments. You bring empathy and integrity to tough conversations and establish trust through consistent delivery and follow-through.
• Lead large-scale security programs that span teams, organizations, and technical stacks. You work with engineering leaders to define scope, estimate work, set milestones, and manage cross-functional dependencies across product, legal, and operations teams.
• Driving clarity and execution, using KPIs, milestones, and risk assessments to track progress. You proactively remove obstacles, manage escalations, and help teams stay focused on outcomes.
• Understanding technical systems and trade-offs at the architectural level. You ask the right questions to clarify priorities, evaluate alternative solutions, and enable teams to deliver secure, scalable systems.
• Balancing user needs with technical constraints, especially in high-impact security areas such as access control, infrastructure resilience, incident response, and compliance. You make data-driven decisions with end-user trust in mind.
• Owning strategic and operational planning cycles, helping lead cross-functional discussions that shape long-term roadmaps, investment planning, hiring goals, and organizational alignment.
• Scaling best practices across the organization, improving how we run programs and ship secure systems. You contribute to building reusable program frameworks and mentor TPMs and engineering leaders in program management excellence.
• Communicating effectively at all levels, including regular updates to executives and stakeholders that highlight progress, surface risks, and reinforce accountability

Basic Qualifications:

• 5+ years of experience as a Technical Program Manager or Engineering Manager in security-focused roles, or in adjacent areas such as infrastructure, platform engineering, or data systems.
• Strong understanding of security domains such as application security, cloud security, offensive security, compliance, data protection, and broader enterprise security use cases.
• Proven track record of driving complex, cross-functional programs from inception to launch.
• Familiarity with cloud and data infrastructure, offensive security, application security, and software development lifecycle (SDLC).
• Excellent written and verbal communication skills, with the ability to influence technical and executive stakeholders.
• Technical degree with years of software development experience and exposure to large scale infrastructure in a distributed environment
• Solid technical aptitude and an ability to understand technical designs, challenges, and risks. Engineers enjoy working closely with you.
• Excellent written and verbal communication skills and exceptional emotional intelligence.
• Proven strong cross-team and cross-org stakeholder management.
• Analytical and truth seeking. Ability to understand complex concepts and make reasoned decisions objectively.
• Metrics driven: Experience determining effective program KPI’s and using them to measure program success and issues.
• Strong organizational skills to juggle many tasks without losing sight of the highest priority items.
• Excellent in identifying process gaps, measuring progress, and balancing engineering and product efficiency with process overhead.

Preferred Qualifications:

• Experience with large-scale security migrations and secure software deployments in dynamic, multi-language microservices environments.
• Experience developing and supporting automated approaches for implementing and testing security controls within microservice and DevOps workflows.
• Background in security engineering, cloud/infrastructure security, or managing security-focused engineering teams.

For San Francisco, CA-based roles: The base salary range for this role is USD$180,000 per year - USD$200,000 per year.

For Sunnyvale, CA-based roles: The base salary range for this role is USD$180,000 per year - USD$200,000 per year.