Uber Sr Program Manager Mobility Quality 

United States, West Virginia 

218322906

• Develop and execute a comprehensive global quality program strategy aligned with the org's mission and objectives, focusing on enhancing the quality of our customer interactions
• Lead the design and implementation of quality programs and initiatives that cater to mobility teams across all regions.
• Define and deploy quality standards that meet the unique needs of this part of the business including it’s broad portfolio of products (UberX, Shuttle, AV, Rental Cars, etc). Ensure standards address all personas from driver to rider and in between.
• Baseline program performance and build working strategies to drive metric improvements in partnership with internal teams, GSO, Regional CommOps, and Global Teams
• Partner with Quality Operations to govern Global Quality Standards are maintained and program performance is documented and reported to key stakeholders.
• Use a combination of quantitative and qualitative information to help our leaders understand how effectively Uber is serving its customers across all critical dimensions: delivery site, modality, contact type, and more
• Stay current with industry-standard methodologies and frameworks that can be applied to Uber’s customer service operation and drive continuous improvement to customer outcomes
• Develop a high-performing global Mobility Focused Quality program team across regions, fostering a culture of excellence, collaboration, and continuous learning.
• Be a thought leader and contribute to the Global Quality roadmap ‌and vision
• Collaborate closely with cross-functional teams (Global and Regional CommOps, BPOs, QAAS, GSD, CO) to integrate quality considerations into all aspects of customer service delivery.

• 7+ 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.
• 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.

• Proven record of executing large-scale, global program deployments
• Deep understanding and experience working with the Mobility functions regionally/globally
• Experience managing dispersed/global teams to be high-functioning and high-performing

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.