דרושים Service Quality Team Lead ב-Uber ב-ארהב

What the Candidate Will Do

1. Strategic Ownership: Proactively identify business needs and issues for Moto and UberGo. Prioritize projects for the team to define the best path to meet strategic objectives. Motivate the team by explaining the big-picture context and aligning their work with the broader company vision
2. Business Sense & Problem Solving: Translate insights from operational and financial metrics into strategy and action plans. You will identify the root cause of risks and opportunities and propose multiple practical solutions. You'll advise leadership on tough trade-offs and propose solutions that may involve several teams with a strong impact.
3. Team Leadership: Empower your team to implement, optimize, and scale core analyses and processes. You will be responsible for delegating tasks and responsibilities to appropriate team members
4. Product & Cross-functional Collaboration: Partner with global and local teams on high-impact and critical initiatives. You will maintain strong working relationships with partners across operations, marketing, customer support, product, policy, and legal to execute new product launches
5. Execution: Oversee the execution of local improvements to ensure market growth and reliability for low-fare products. Monitor metrics to ensure business performance and support decision-making with a strong analytical approach

Basic Qualifications

1. Data-Driven Mentality: You must be able to make strategic decisions based on data analysis and interpretation which includes having experience with data analysis and the ability to interpret and present data to various audiences
2. Communication: Demonstrated experience interpreting and presenting data in an engaging and comprehensive manner. You should be able to advocate for your team and ensure its voice is heard
3. Teamwork: A track record of promoting a team environment where individuals can communicate freely and contribute. You should be able to maintain healthy working relationships, even in disagreement, and actively seek out diverse opinions and feedback
4. Planning & Organization: The ability to plan complex, multi-faceted projects, defining timelines, deliverables, interdependencies, and resource allocation
5. Professional Experience: Five or more years of professional experience, with at least two years in a role that involved people management

Preferred Qualifications

1. Stakeholder management: Involving Public Policy, Legal, and Communication teams
2. Product Acceleration: Experience growing products from 1-100
3. Data analysis tools: SQL, Phyton, and visualization tools

* 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 .

This role demands a unique blend ofdata fluency and stakeholder leadership. The ideal candidate is as comfortable writing SQL queries and building models in BI tools as they are presenting go-to-market strategies to Regional General Managers and Sales leaders. You will design and run the global bookbuilding process, treating it like a product - scoping, testing, iterating, and scaling with rigor.

With global scope and high visibility, this role sits at the intersection of. You will shape how Uber for Business structures its sales engine, ensuring that our sales teams are positioned for success and that we maximize impact across our $700M+ and growing global portfolio.

Bookbuilding Strategy & Execution

• Own the global process for building and balancing seller books across regions, ensuring equitable account allocation and alignment with strategic priorities.
• Develop, test, and operationalize the queries, data sources, and logic that underpin bookbuilding

Data & Insights

• Leverage SQL, Python, and BI tools to design scalable models and insights for segmentation, territory design, and headcount planning.
• Synthesize complex data sets into actionable recommendations for sales leaders.

Stakeholder Management & GTM Alignment

• Partner with Regional General Managers, Country Managers, and Sales Leaders to align on bookbuilding strategy, segmentation adjustments, and headcount planning.
• Act as the trusted advisor on GTM strategy, presenting recommendations and driving alignment across leadership.

Change Management & Communication

• Lead global communication and change management for territory rebalancing and segmentation shifts.
• Drive adoption and clarity around changes, ensuring smooth transitions and minimal disruption to sellers.

Program & Process Management

• Manage bookbuilding like a product, creating a repeatable and transparent playbook for how books evolve each half.
• Run a scrum-like model for iteration and improvement, ensuring the process is hyper-organized and efficient.

Basic Qualifications

• 6+ years of experience in Sales Operations/Sales Strategy
• Advanced proficiency in SQL (query building and optimization) and hands-on experience with BI tools (e.g., Tableau, Looker, PowerBI).
• Strong proficiency with Python (data manipulation, automation, analytics workflows).
• Demonstrated program management experience — organized, detail-oriented, and process-driven.
• Bachelor’s degree in Business, Analytics, Economics, Computer Science, or related field.

• Experience in global Sales Operations or within a high-growth SaaS/B2B environment.
• Familiarity with Salesforce.com and sales data workflows.
• Proven ability to communicate complex ideas effectively across technical and non-technical stakeholders.
• Track record of driving organizational change and aligning cross-functional teams around new processes.
• Experience working in a marketplace or multi-sided platform environment.

What the Candidate Will Do

1. Manage team performance and drive results, guide adherence to policies
2. Lead, coach, mentor, and motivate employees
3. Partner with the Recruiting team on hiring
4. Lead improvements on support logic and processes
5. Address and resolve escalations or further escalate
6. Maintain stakeholder relationships
7. Drive accountability for policies and other guidelines
8. Execute root cause analysis action plans from escalations and agents’ performance
9. Leverage audit results from Service Quality members and guide towards progressive improvements; identify opportunities for additional training & development
10. Complete administrative and HR related tasks for the team

Basic Qualifications

• Some experience in retail, hospitality, or customer service in-person or contact center environment
• FOR INTERNALS: At least 1 year of informal leadership or SME experience
• FOR EXTERNALS: At least 1 year of people management experience
• Basic project management skills
• Proficiency in Google Suite
• Schedule flexibility for a 24/7 environment

Preferred Qualifications

• Supervisory or leadership experience—You have a demonstrated ability to set team goals, drive accountability, develop talent, and stay calm through challenging situations
• Maintain a positive, can-do demeanor and encourage others to do the same
• Excellent written and verbal communication skills
• Excellent interpersonal skills – You establish trust and effective working relationships with internal and external partners
• Strong time-management and organizational habits —You prioritize work effectively and drive multiple projects to completion at once

For Chicago, IL-based roles: The base hourly rate amount for this role is USD$29.50 per hour.

You will be eligible to participate in Uber's bonus program, and may be offered other types of comp. You will also be eligible for various benefits. More details can be found at the following link .

About the Role

Your primary mission will be to architect a world-class search ecosystem for all Uber employees. This requires a dual-pronged technical strategy: leading the in-house development of novel AI components while also conducting deep evaluations of cutting-edge third-party solutions. You will be the key technical decision-maker on when to build and when to integrate.

- - - - What the Candidate Will Do ----

1. Architect the Ecosystem: Design and own the technical vision for Uber's next-generation enterprise search platform, creating a cohesive strategy that integrates first-party AI models with best-in-class third-party technologies.
2. Lead AI Implementation: Drive the exploration and implementation of advanced AI capabilities. This includes architecting conversational interfaces, enabling multi-step reasoning, and bringing agentic AI functionalities to our users, whether through in-house development or strategic integration.
3. Make Critical Build-vs-Buy Decisions: Conduct deep technical evaluations of industry-leading AI solutions. You will own the process of vetting vendors, prototyping integrations, and providing clear recommendations to leadership.
4. Lead and Mentor: Lead a world-class team of software and machine learning engineers. Provide technical guidance, conduct architectural reviews, and foster a culture of innovation and engineering excellence.
5. Build and Integrate: Remain hands-on, writing production-quality code for critical custom components, integration layers, and core platform infrastructure.
6. Collaborate and Influence: Work closely with senior leadership, product managers, and stakeholders across the company to define the roadmap and ensure your team's work aligns with Uber's strategic goals.

- - - - Basic Qualifications ----

1. Bachelor's degree in Computer Science, Machine Learning, a related technical field, or equivalent practical experience.
2. 8+ years of professional experience in software engineering, with a proven track record of shipping complex.
3. Strong programming proficiency in Python and experience with systems programming languages (e.g., Go, Java, C++).
4. Significant experience in designing and building production systems leveraging machine learning, especially in Search, NLP, or Conversational AI.
5. 2+ years of experience in a formal or informal technical leadership role, including mentoring engineers and setting technical direction for a team.

- - - - Preferred Qualifications ----

1. Master's or PhD in Computer Science, Artificial Intelligence, Machine Learning, or a related field.
2. Experience architecting systems that involve Large Language Models (LLMs), Retrieval-Augmented Generation (RAG), and vector databases.
3. Demonstrated experience making strategic build-vs-buy decisions and integrating large-scale third-party software or SaaS platforms into a complex enterprise environment.
4. Experience with the architecture of AI agentic systems or complex, multi-step LLM-powered workflows (either through building or integration).
5. Expertise with both traditional search technologies (e.g., Elasticsearch) and modern semantic search paradigms.
6. Excellent communication skills, with the ability to articulate complex technical trade-offs to diverse audiences and influence technical strategy at a senior level.
7. A strong product intuition and a passion for creating user-centric AI experiences that solve real-world problems.

* 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 .

What the Candidate Will Do:

1. Serve as a technical leader on our most demanding, cross-functional projects.
2. Functionally decompose complex problems into simple, straight-forward solutions.
3. Mentor and grow other eng leaders on the team and in the org
4. Possess expert knowledge in performance, scalability, enterprise system architecture, and engineering best practices.
5. Assist in the career development of others, actively mentoring individuals and the community on advanced technical issues and helping managers guide the career growth of their team members
6. Exert technical influence over the App Experience team, increasing the team's productivity and effectiveness by sharing your deep knowledge and experience. You are a visionary leader, builder and an operator.
7. Balance technical leadership and savvy with strong business judgment to make the right decisions about technology choices.

Basic Qualifications:

1. Minimum 7 years of software engineering experience
2. Strong product-focused engineer with past consumer product expertise
3. Experience leading teams of other product-minded engineers, while also contributing to the roadmap across IC dimensions
4. Mastery of object-oriented design, data structures, distributed systems, and algorithms

Preferred Qualifications:

1. Deep hands-on technical expertise in at least one major technical area: large scale full stack development, building complex distributed systems, launching complex UX overhauls
2. Experience working with personalization and recommendation systems to craft rich, cohort-based experiences for users
3. Domain knowledge of marketplace systems
4. Strong cross-functional collaboration and team bar-raising skills

For New York, NY-based roles: The base salary range for this role is USD$223,000 per year - USD$248,000 per year.

For San Francisco, CA-based roles: The base salary range for this role is USD$223,000 per year - USD$248,000 per year.

For Sunnyvale, CA-based roles: The base salary range for this role is USD$223,000 per year - USD$248,000 per year.

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

From framing strategic problems to developing scalable solutions, you’ll thrive in the ambiguity between idea and execution. You’ll dive deep into operational data, collaborate across functions, and design structured approaches to elevate performance, enable excellence, and align regional strategies with global goals. Whether you're building business cases, facilitating decision-making forums, or architecting new processes, you’ll be at the center of some of the most critical initiatives in the CoE.

1. Cross-functional Strategy Support: Serve as a trusted thought partner to APAC CommOps leadership and cross-functional teams on topics spanning quality, acquisition, and operations strategy.
2. Storytelling & Strategic Influence: Craft compelling narratives and business cases that influence regional and global decisions, grounded in data and frontline context.

1. Regional Strategy Design: Shape the APAC CoE’s annual and multi-quarter strategic roadmap in alignment with CommOps global priorities and business needs.
2. Operational Problem Framing: Translate ambiguous business challenges into structured problem statements that guide regional programs and stakeholder focus.
3. COE-wide Alignment: Define shared goals, success metrics, and planning principles that ensure clarity across Operations, CX, and Enablement.

1. Program Execution Management: Design and lead execution of regional P0 initiatives, experiments, and continuous improvement programs with measurable impact.
2. Performance and Insights Frameworks: Own and enhance enablement scorecards, dashboards, and audit cadences to track effectiveness and drive accountability.
3. Leadership Forums & Cadences: Architect and run planning syncs, town halls, and LT summits that drive transparency, alignment, and momentum across the org.

- - - - Basic Qualifications ----

1. Bachelor's degree in Business, Economics, Mathematics, statistics and 3+ years experience OR MBA and 2+ years of experience in strategy, product management, program management, strategy consulting, or a similar role, ideally within a high-growth or matrixed organization.
2. Analytical problem-solving skills: Ability to understand complex data, identify key insights, and break down information into clear, actionable recommendations; comfortable interpreting reports and using tools like Excel/Google Sheets, Tableau, or similar platforms to support decision-making.
3. Structured strategic thinking: Skilled in framing ambiguous problems, conducting root-cause analysis, and building clear solution paths that align with business goals.
4. Executive-level communication and storytelling: Ability to craft compelling narratives, influence decisions, and confidently present insights and proposals to senior stakeholders.
5. Cross-functional collaboration mindset: Proven ability to work across cross functional teams, building consensus and driving alignment.
6. Ownership and self-direction: Demonstrated ability to operate independently, prioritize effectively, and push initiatives forward without needing day-to-day oversight.

- - - - Preferred Qualifications ----

1. CoE or IT services exposure: Experience working in a Center of Excellence, IT Services, or BPO context with an understanding of scalable service delivery models.
2. Knowledge of quality and enablement systems: Familiarity with performance scorecards, quality assurance frameworks, operational audits, and process optimization.
3. Regional awareness and adaptability: Experience working across diverse APAC markets, with cultural fluency and a practical understanding of regional execution nuances.

* 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 .