About the Role

Community Operations is pioneering how Uber manages experience support around the globe. This role will own the foundational platforms our Quality teams use to measure and improve the experience of our customer interactions. We are searching for a Quality Platforms lead who will own our current and future tech stack, building and executing the strategy to take our programs to the next level. This leader will be a subject matter expert to all Quality programs teams on the best way to leverage our technology and systems to meet the goals of the Global Quality org. This role requires strong organizational and consulting skills, and the ideal candidate should possess a unique blend of technical expertise and program management skills.

What You'll Do

• Quality Management System: Provide consulting support to Quality program teams on how to build new programs or evolve existing ones in our tooling. Be an SME on system data schemas and how processes on the UI impact data outputs.

• Sampling: Act as a primary consultant to coordinate the build of data sets, new data infrastructure, sampling processes, and evaluate and document impacts to evaluation forms.

• Platform Strategy: Planning and alignment of all Quality tools, prioritization of enhancements, tracking product roadmap requests and in-house builds. Evaluate potential tech partners through Tech Pilots, conducting User Acceptance Testing (UAT) as necessary.

• System Governance: Establish and manage governance processes to drive standardization, check system health metrics, proper usage of system, access rights, global system settings, etc.

• Own IT/Data Relationships: Own the IT relationship with external vendors, oversee system maintenance cycles and key rotations. Coordinate with A&I and Data Infrastructure teams on data accuracy and completeness of QMS platforms.

• Platform Implementation: 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), ensuring effective implementation.

• People Leadership: Supervise a small team of System Administrators responsible for governance tasks, troubleshooting system issues, and managing access requests.

Basic Qualifications

• 5+ years of experience in operations and/or program management, with 2+ years of experience in a quality programs role

• Experience building, aligning, and managing strategic tooling/ platforms roadmaps

• Process mapping and systematic improvement experience

• 3+ yrs in a role demonstrating successful cross-functional stakeholder management

• Understanding of AI/ GenAI capabilities and applicability to contact center support functions

• Basic knowledge of SQL, data structures

• Strong data analytics skills

• Bachelor's Degree or equivalent experience

Preferred Qualifications

• Experience implementing and managing new software within a global, matrixed environment.

• Deep understanding of Quality operations and has experience managing QMS platforms.

• Existing knowledge/ prior experience managing Nice QC & Nexidia is a plus

• Experience building Quality scoring automations is a plus

For Chicago, IL-based roles: The base salary range for this role is USD$137,000 per year - USD$152,000 per year. For New York, NY-based roles: The base salary range for this role is USD$152,000 per year - USD$169,000 per year. For Phoenix, AZ-based roles: The base salary range for this role is USD$122,000 per year - USD$135,500 per year. For San Francisco, CA-based roles: The base salary range for this role is USD$152,000 per year - USD$169,000 per year. For all US locations, you will be eligible to participate in Uber's bonus program, and may be offered an equity award & other types of comp. You will also be eligible for various benefits. More details can be found at the following link https://www.uber.com/careers/benefits.

Uber is proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know by completing this form- https://docs.google.com/forms/d/e/1FAIpQLSdb_Y9Bv8-lWDMbpidF2GKXsxzNh11wUUVS7fM1znOfEJsVeA/viewform