Uber Sr Program Manager Quality Platforms 

United States, West Virginia 

949081992

• Quality Management System:
• Sampling: Act as a primary consultant to coordinate the build of data sets, new data infrastructure, sampling processes, and evaluate and document impacts to evaluation forms.
• Platform Strategy: Planning and alignment of all Quality tools, prioritization of enhancements, tracking product roadmap requests and in-house builds. Evaluate potential tech partners through Tech Pilots, conducting User Acceptance Testing (UAT) as necessary.
• System Governance: Establish and manage governance processes to drive standardization, check system health metrics, proper usage of system, access rights, global system settings, etc.
• Own IT/Data Relationships: Own the IT relationship with external vendors, oversee system maintenance cycles and key rotations. Coordinate with A&I and Data Infrastructure teams on data accuracy and completeness of QMS platforms.
• 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), ensuring effective implementation.
• People Leadership: Supervise a small team of System Administrators responsible for governance tasks, troubleshooting system issues, and managing access requests.

• 5+ years of experience in operations and/or program management, with 2+ years of experience in a quality programs role
• Experience building, aligning, and managing strategic tooling/ platforms roadmaps
• Process mapping and systematic improvement experience
• 3+ yrs in a role demonstrating successful cross-functional stakeholder management
• Understanding of AI/ GenAI capabilities and applicability to contact center support functions
• Basic knowledge of SQL, data structures
• Strong 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.
• Existing knowledge/ prior experience managing Nice QC & Nexidia is a plus
• Experience building Quality scoring automations is a plus

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.