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Uber

Global Head of Service Quality

Uber Overview

At Uber, providing world class customer support to riders and driver partners is a core feature of our product experience. Delivering this caliber of support isn’t easy – it takes leaders who can understand Uber’s operations, adapt to our constantly changing business, and help solve problems where no solution currently exists.

We’re looking for an all-star leader to build and manage our global capabilities related to service quality. Community Operations takes a matrixed approach to customer support, with regional teams responsible for service deliver, and global teams providing expertise and scale to enable our collective success. This role will lead global functions responsible for the key components of Service Quality, including: a) Quality Assurance; b) Customer Satisfaction Measurement & Tracking; c) Agent Content & Knowledge Management, and d) Agent Learning. With millions of customers seeking answers to questions about Uber, and tens of thousands of CSRs around the world helping answer those questions, it’s imperative that our support capabilities, content, training and tools be a critical enabler of agent success and customer delight!

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Job Description

  • Develop, implement and manage a function responsible for service quality measurement, assessment and improvement. We need to define what “quality” means in terms of accuracy, consistency and customer impact, and ensure we’re collecting the data and insights we need to help agents serve our customers well.
  • Augmenting our capabilities around collecting and using customer satisfaction data and insights, and ensuring that it becomes a driving force in agent coaching, vendor management and business improvement.
  • Develop, implement, and manage the vision and strategy for the global Content & Knowledge Management (CKM) function, owning the technology and processes that power the function.
  • Build and manage a high performing team that is tightly integrated to key stakeholders, including all of the teams that generate content, analyze support quality, and manage operations at contact centers.
  • Oversee vendor selection, implementation, and maintenance of 3rd party tools used to manage customer contacts and customer or CSR facing content, and partner closely with Uber product team to build required functionality into in house tools.
  • Determine the analytics we use to evaluate knowledge management and take a data driven approach to your work, ensuring that we have an actionable feedback loop with which we can optimize our knowledge base based on usage patterns
  • Lead Global & Regional Learning team strategy and planning initiatives
  • Collaborate effectively with Community Operations leadership to drive towards global content alignment and process harmonization across Uber globally
  • Promote the ROI and importance of learning to key global and regional stakeholders
  • Develop a strong and adaptable learning process that suits the global and regional needs of the organization
  • Collaborate effectively with Community Operations leadership to drive towards global content alignment and process harmonization across Uber globally

Here are the kinds of skills we’re looking for:

  • 8+ years of experience building and leading transformational Customer Support Quality efforts, including knowledge management, QA, Content and Training.
  • Experience in consulting, technology, or similar knowledge-based field
  • Strong track record of thinking big and leading initiatives to capture, manage, and disseminate knowledge across large organizations leading to enhanced efficiency and organizational leverage
  • Deep understanding of quality metrics, and tools, as well as information architecture, data types, data structures and associated use of metadata
  • Strong analytical abilities; able to dig into complex data sets to help inform decisions
  • Experience with driving Knowledge-Centered Support (KCS) methodology preferred
  • Successful track record of executing organization-wide programs and initiatives through collaboration across functions, geographies, and organization levels
  • Superior program management skills and the ability to coordinate the creation of custom databases and systems to manage knowledge
  • Strong written, verbal, and visual communication skills, and proven ability to influence and drive consensus at senior levels, and explain complex concepts in simple, layman’s terms
  • Demonstrated ability to hire, develop and promote top talent
  • Relentlessly obsessed with both internal downstream customers and external Community users
  • Available for business travel both domestic and international as needed
  • Minimum of BA/BS; MBA or graduate degree in related field preferred

Perks

  • Employees are given Uber credits every month
  • The rare opportunity to change the world such that everyone around you is using the product you built. We’re not just another social web app, we’re moving real people and assets and reinventing transportation and logistics globally
  • Sharp, motivated co-workers in a fun office environment

Benefits (U.S.):

  • 401(k) plan, gym reimbursement, ten paid company holidays
  • Full medical/dental/vision package to fit your needs
  • Unlimited vacation policy; work hard and take time when you need it
Job ID: 92a63474451df7c25d127b7e5eb39fb8
Employment Type: Other

Perks and Benefits

  • Health and Wellness

    • Health Insurance
    • Health Reimbursement Account
    • Dental Insurance
    • Vision Insurance
    • Life Insurance
    • FSA With Employer Contribution
    • Fitness Subsidies
    • On-Site Gym
    • Mental Health Benefits
  • Parental Benefits

    • Fertility Benefits
  • Work Flexibility

    • Flexible Work Hours
    • Remote Work Opportunities
    • Hybrid Work Opportunities
  • Office Life and Perks

    • Casual Dress
    • Pet-friendly Office
    • Snacks
    • Some Meals Provided
    • On-Site Cafeteria
  • Vacation and Time Off

    • Paid Vacation
    • Unlimited Paid Time Off
    • Paid Holidays
    • Personal/Sick Days
    • Sabbatical
    • Volunteer Time Off
  • Financial and Retirement

    • 401(K)
    • Company Equity
    • Performance Bonus
  • Professional Development

    • Work Visa Sponsorship
    • Associate or Rotational Training Program
    • Promote From Within
    • Mentor Program
    • Access to Online Courses
  • Diversity and Inclusion

    • Employee Resource Groups (ERG)
    • Diversity, Equity, and Inclusion Program

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