About the Role
Uber is innovating the processes, technology, and overall Crash Support user experience. This role will own the foundational platforms Quality assessment teams use to measure and improve our customer interactions and claims handling. We are searching for a Quality Platforms Program Manager who will assess the current tech stack, building and executing a new strategy in partnership with the Quality Technology and Innovation leadership and US & Canada Insurance leadership teams. The technology strategy will enable end-to-end management of quality review processes, accuracy checks, and alerting of risk areas, to ensure high quality customer experiences and to reduce friction points in the process. This leader will be a subject matter on the best way to leverage our technology and systems to meet the goals of the Insurance and Claims program team. This role requires a unique blend of technical expertise and program management skills.
What You'll Do
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).
Basic Qualifications
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
Preferred Qualifications
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. For all US locations, you will be eligible to participate in Uber's bonus program, and may be offered an equity award & other types of comp. You will also be eligible for various benefits. More details can be found at the following link https://www.uber.com/careers/benefits.
Uber is proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know by completing this form- https://docs.google.com/forms/d/e/1FAIpQLSdb_Y9Bv8-lWDMbpidF2GKXsxzNh11wUUVS7fM1znOfEJsVeA/viewform