Program Leader, Global Mobility Quality Strategy

About The Role

Global Quality is on a path to transform how we support and enable our frontline agents and CommOps partners to drive positive customer experiences through a strong focus on agent behaviors, best-in-class Quality Programs, and advanced Tech. To support us in bringing this vision to life, we are looking for a Global Quality Program Leader who'll focus on deploying and managing Quality programs to drive improved experiences for earners and customers globally across the mobility business.. A core focus of this role will be to build strong partnerships with stakeholders and partnering with them to build solutions that deliver impact on business goals by leveraging our Quality programs and tech offerings. Beyond the core focus, this role will also manage overall governance aspects for Global Quality Programs across Business lines.

What You'll Do

• Develop and execute a comprehensive global quality program strategy aligned with the org's mission and objectives, focusing on enhancing the quality of our customer interactions
• Lead the design and implementation of quality programs and initiatives that cater to mobility teams across all regions
• Define and deploy quality standards that meet the unique needs of this part of the business including it's broad portfolio of products (UberX, Shuttle, AV, Rental Cars, etc). Ensure standards address all personas from driver to rider and in between
• Baseline program performance and build working strategies to drive metric improvements in partnership with internal teams, GSO, Regional CommOps, and Global Teams
• Partner with Quality Operations to govern Global Quality Standards are maintained and program performance is documented and reported to key stakeholders
• Use a combination of quantitative and qualitative information to help our leaders understand how effectively Uber is serving its customers across all critical dimensions: delivery site, modality, contact type, and more
• 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
• Set up and manage overall Program governance across Global Quality
• Collaborate with Quality Program leaders , Ops leaders and stakeholders to ensure the Global Quality program strategies move inline with our Global Quality vision while thoughtfully evolving to meet business needs
• Develop a high-performing global Mobility Focused Quality program team across regions, fostering a culture of excellence, collaboration, and continuous learning
• Be a thought leader and contribute to the Global Quality roadmap and vision
• Collaborate closely with cross-functional teams (Global and Regional CommOps, BPOs, QAAS, GSD, CO) to integrate quality considerations into all aspects of customer service delivery

• 6.5+ years of experience in Quality management, Consulting, Program Management, Operations, and or within a similar field
• Bachelor's Degree Obtained

• Proven record of executing large-scale, global program deployments
• Transportation technology industry experience
• Deep understanding and experience working with the Mobility functions regionally/globally
• Experience managing dispersed/global teams to be high-functioning and high-performing
• Proven ability to develop and execute strategic quality 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
• Exceptional leadership and people management skills, with the ability to inspire, motivate, and develop teams to achieve organizational goals
• Outstanding verbal and written communication skills, with the ability to effectively communicate complex concepts and strategies to diverse stakeholders
• Proven ability to collaborate effectively with cross-functional teams and stakeholders at all levels of the organization to drive alignment and achieve common goals