About the position
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.
Responsibilities
- Understand deeply the various connection points of a crash/ claims customer experience and evaluation points to architect a comprehensive data/ technology strategy.
- 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.
- Provide consulting support to Quality program teams on how to build new audit programs or evolve existing ones in our tooling.
- Act as a primary consultant to coordinate the build of data sets, new data infrastructure, processes, and evaluate/ document impacts to evaluation forms.
- Establish and manage governance processes to drive standardization, check system health metrics, proper usage of systems, access rights, global system settings, etc.
- 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).
Requirements
- 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.
Nice-to-haves
- 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.
Benefits
- Eligible to participate in Uber's bonus program.
- May be offered an equity award & other types of compensation.
- Eligible for various benefits.
