Uber Program Manager Quality Platforms Crash Experience 

United States, West Virginia 

593833357

• Workflow Subject Matter Expertise: Understand deeply the various connection points of a crash/ claims customer experience and evaluation points to architect a comprehensive data/ technology strategy.
• Systems Thinking: Leverage systems thinking type approaches to identify patterns and connections to create feedback loops via tools and data sets that improve the quality and consistency of audit processes.
• Quality Management System: Provide consulting support to Quality program teams on how to build new audit programs or evolve existing ones in our tooling.
• Sampling: Act as a primary consultant to coordinate the build of data sets, new data infrastructure, processes, and evaluate/ document impacts to evaluation forms.
• System Governance: Establish and manage governance processes to drive standardization, check system health metrics, proper usage of systems, access rights, global system settings, etc.
• Platform Implementation: Lead implementation of new software within Quality as needed, consult on data pipeline creation with engineers and analysts. Develop tooling strategies for new modalities (video, self-service, etc).

• 3+ years of experience in operations and/or program management, with 2+ years of experience in a quality programs/ technology role
• 2+ years building, aligning, and managing strategic tooling/ platforms roadmaps

• 2+ yrs in a role demonstrating successful cross-functional stakeholder management
• At least 1 year practical application of knowledge of SQL, data structures, and data analytics skills
• Bachelor's Degree or equivalent experience
• Experience implementing and managing new software within a global, matrixed environment.
• Deep understanding of Quality Operations and has experience managing QMS platforms.
• Training or certification in business process analysis, mapping, and improvement (i.e. Lean or Six Sigma)
• Understanding of AI/ GenAI capabilities and applicability to contact center support
• Experience building Quality scoring automations is a plus

For Chicago, IL-based roles: The base salary range for this role is USD$116,000 per year - USD$128,500 per year.

For Phoenix, AZ-based roles: The base salary range for this role is USD$103,000 per year - USD$114,500 per year.