Senior Program Manager, Safety Programs Quality

About the Role

Global Quality is seeking a Sr Program Manager to evolve our tech-enabled, highly standardized, and scalable program solutions. This role focuses on Safety Programs, ensuring both exceptional support experiences and high levels of process and regulatory compliance globally and regionally.

The Sr Program Manager will collaborate with cross-functional teams to design, implement, and manage Quality programs for Safety functions in alignment with strategic objectives and business requirements. This leader and their team will be responsible for understanding specific global and regional needs, with a strong emphasis on both user experience and regulatory/compliance requirements, to craft solutions that ensure all support interactions are monitored accordingly.

What You'll Do

• Support ongoing Safety programs, aligning with expectations from Global and Regional Safety teams.
• Baseline program performance and develop strategies to improve metrics in collaboration with internal teams, GSO, Regional CommOps, and Global Teams.
• Evaluate the effectiveness of existing compliance programs and implement improvements for enhanced efficiency.
• Develop and execute a comprehensive compliance strategy, adhering to organizational objectives and regulatory obligations, including data protection and industry-specific requirements.
• Stay updated on relevant laws, regulations, and guidelines impacting Global and Regional CommOps operations. Conduct regular assessments to identify compliance gaps, emerging risks, and areas for improvement.
• Lead the development, review, and implementation of compliance policies, procedures, and controls to ensure consistency and effectiveness across all lines of business (Mobility, Delivery, G&R, etc.).
• Identify potential compliance risks and vulnerabilities through risk assessments, developing proactive mitigation strategies and action plans to strengthen control mechanisms.
• Work closely with Global and Regional CommOps to integrate experience and compliance considerations into the Quality framework for critical workflows.
• Partner with L&D to develop and deliver compliance training programs for frontline teams, promoting awareness of standards and fostering a culture of compliance across COE and BPO teams.
• Document compliance activities and prepare reports for internal stakeholders and external regulatory bodies as needed, in partnership with regional teams.
• Coordinate and support internal and external audits, providing necessary documentation and responses to inquiries.

• Bachelor's degree in Business Administration, Information Technology, Legal Studies, or a related field.
• 8+ years of experience in quality management, program management, or operations leadership roles within the transportation or technology industry.
• Proven ability to develop and execute strategic quality program strategies, driving business results and operational excellence.
• Understanding 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
• Experience in developing and implementing compliance and Risk management strategies
• Strong knowledge of risk assessment and management principles, with the ability to identify, assess, and mitigate compliance risks effectively.
• Experience in implementing and enforcing compliance policies, procedures, and controls to ensure regulatory compliance and mitigate risks.
• Excellent verbal and written communication skills, with the ability to communicate complex compliance concepts clearly and effectively to diverse audiences.
• High level of accuracy and attention to detail in all aspects of work
• Proven ability to collaborate effectively with cross-functional teams and stakeholders at all levels of the organization to drive alignment and achieve compliance objectives.

• Understanding of relevant laws and regulations Uber or similar mobility/transportation orgs are exposed with a strong grasp of compliance principles and best practices.