Program Leader, Quality Calibration

About the Role

Global Quality is transforming how we support our front-line agents and CommOps partners to deliver exceptional customer experiences. We're seeking a Program Leader to design and execute a comprehensive global calibration strategy. This role is critical in ensuring a consistent and high-quality support experience across all our services (Mobility, Delivery, and Global Programs). You will lead a strategic program that leverages technology and a behavior-based framework to standardize our approach to quality audits and feedback, ultimately increasing the scope and effectiveness of our quality programs.

What the Candidate Will Do

• Design and Execute Strategy: Lead the development and implementation of a global calibration strategy, ensuring consistency and alignment across our worldwide support operations.
• Drive Continuous Improvement: Identify, scope, and lead initiatives aimed at improving quality behavior demonstration and program adherence, ensuring our support teams consistently meet a high standard.
• Collaborate with Internal Partners: Partner with program managers and cross-functional teams to identify and develop strategies that enhance alignment with our quality standards and support broader initiatives like transfer reduction.
• Build a Knowledge Base: Work to build and maintain a highly calibrated set of interaction resources that serve as the authoritative standard for "what good looks like" in Uber support experiences.
• Create Resources: Partner with our Learning & Development (L&D) teams to create learning resources that ensure a common understanding and consistent application of our quality programs.
• Analyze and Report: Prepare and present detailed reports on the progress and outcomes of calibration efforts to leadership, stakeholders, and external partners, using data to inform strategy and demonstrate impact.
• Lead a High-Performing Team: Build and lead a team of program professionals, providing guidance, mentorship, and opportunities for professional growth to enhance team capabilities and effectiveness.

• 7+ years of experience in quality management, program management, or operations excellence, preferably within the transportation or technology industry.

• Program Leadership: Proven ability to develop and execute strategic program strategies, consistently driving business results and operational excellence.
• Analytical Skills: Excellent analytical and problem-solving skills, with the ability to analyze complex data, identify key trends, and derive actionable insights to improve service quality.
• Global Leadership: Experience with global organizations and managing programs at scale.
• Quality Experience: Strong knowledge of quality management principles, methodologies, and tools, with demonstrated experience in implementing quality programs and driving continuous improvement.
• People Leadership: Exceptional leadership and people management skills, with a track record of inspiring, motivating, and developing high-performing teams.
• Communication: Outstanding verbal and written communication skills, with the ability to effectively communicate complex concepts and strategies to diverse stakeholders.
• Collaboration: Proven ability to collaborate effectively with cross-functional teams and stakeholders at all levels to drive alignment and achieve common goals.