Uber Sr Program Manager US & C Crash Support Claims Quality 

United States, West Virginia 

286546366

• Program Management: Develop and execute a comprehensive quality program strategy aligned with the org's mission and objectives, focusing on enhancing the quality of our customer interactions, the accuracy of data processing, and resolution of customer issues.
• Define Quality Standards: As a program subject matter expert, define and document standardized quality requirements that meet the needs of the Insurance Program team with the necessary local market nuances as appropriate.
• Analysis of Program Health: Baseline program performance and build working strategies to drive metric improvements in partnership with internal teams, GSO Enablement functions (i.e. L&D, Content), and Crash Support and Claims Organization.
• Partner with Quality Operations to ensure that Global Quality Standards are maintained and program performance is documented and reported to key stakeholders.
• Cross-Functional Collaboration: Work closely with cross-functional teams (Global and Regional CommOps, BPOs, QaaS, GSD, CO) to integrate quality considerations into all aspects of customer support delivery.
• Demonstrate Quality Expertise: 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.
• Support Uber Quality Programs: Be a thought leader and contribute to the Global Quality roadmap ‌ and vision, sharing best practices, and leveraging technology to improve the scale and scope of Quality contributions back to the business.

• 8+ years of experience in quality management, program management, or operations leadership roles within the transportation, technology, or insurance industry.
• 1-2 years of cross functional work implementing large-scale initiatives to multiple support functions/ support sites.
• 3+ years experience in the contact center, customer support, or insurance industries.

• 3+ years of cross-functional team and stakeholder management to drive alignment and deliver impact to the business.
• 3+ years leadership and people management skills, with the ability to inspire, motivate, and develop teams to achieve organizational goals
• 1+ years developing and executing strategic 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
• Experience working with Uber Safety programs, compliance programs, crash claims LOBs, etc either in a Regional or Global capacity
• Outstanding verbal and written communication skills, with the ability to effectively communicate complex concepts and strategies to diverse stakeholders.
• Proven track record of engaging with dispersed/global teams and stakeholders to achieve high performance and a strong internal culture

For Chicago, IL-based roles: The base salary range for this role is USD$140,000 per year - USD$155,000 per year.

For Phoenix, AZ-based roles: The base salary range for this role is USD$124,000 per year - USD$137,500 per year.