Why you should apply for a job with Uber:
Fairygodboss members working at Uber rated their manager’s support a 4.4/5
- 74%
Reviewers say women are treated fairly and equally to men
- 80%
Reviewers say the CEO supports gender diversity
18 weeks paid leave for new parents (birthing and non-birthing); flexible work options for parents & caregivers; family planning resources
Women of Uber Employee Resource Group offering networking, professional development, and peer mentoring
Strong commitment and meaningful progress to increasing gender diversity (+1.2% women in leadership from 2020 to 2021; +2% women overall)
#116478
Position summary
About the Role
Community Operations is pioneering how Uber manages support around the globe. We are looking for a strategic leader and a process improvement mastermind to join the US&C Service Quality team, which offers insights into end to end customer support ecosystem and looks for every opportunity to optimize the experience.
Service Quality Program Manager will be the strategic consultant that designs the quality assurance programs supporting all lines of business within Uber CommOps, to align our programs to what matters to business partners. This role will partner closely with business teams to address process opportunities, and build connections with all levels of CommOps leadership to continuously improve the Uber support experience.
What You'll Do
- Lead a small team of high performing project specialists, responsible for creating and optimizing the most customer centric service quality programs for US&C
- Connect the dots with a data-driven approach to optimize customer satisfaction
- Be the mastermind of strategic initiatives that transform Regional Quality program that drives improvement across field operations and generates executive-level insights for our growing portfolio of business
- Work with operations, product and program teams to close the loop and drive continuous improvement
- Proactively identify opportunities within the internal process as well as broader customer journey; represent the voice of customers to make process improvement recommendations to senior leadership
- Build framework and guidelines that set the overall strategy of program design, analytical thinking and programmatic approach, to set the standard for all programs with US&C Service Quality team
Basic Qualifications
- Understanding or basic experience with Customer Support
- Proven track record of strong analytical mindset and ability to drill down into ambiguous problems
- Experience setting long term vision and planning strategic priorities
- Strong communications skills with all level of audience; basic storytelling in the form of presentation is a must
- Organized, self-driven, and detail-oriented
- Proficient with basic analytical tools such as Google Sheet
- Experience working on cross-functional projects and/or teams
- Experience managing high performing teams
Preferred Qualifications
- Experience with Service Quality
- Experience with Six Sigma or other process improvement methodology
- Prior experience in consulting or data analytics
- Experience with SQL, Google Data Studio
What are Uber perks and benefits
Lactation facilities
Diversity recruiting
Coaching
Diversity performance
Sabbatical
Networking
Unconscious bias training
Paid paternity
Paid maternity
About the company
We reimagine the way the world moves for the better. We are Uber. The go-getters. The kind of people who are relentless about our mission to help people go anywhere and get anything. Movement is what we do. It’s our lifeblood. It runs through our veins. It’s what gets us out of bed each morning. It pushes us to constantly reimagine how we can move better. For you. For all the places you want to go. For all the things you want to get. For all the ways you want to earn. Across the entire world. In real-time. At the incredible speed of now.
Why you should apply for a job with Uber:
Fairygodboss members working at Uber rated their manager’s support a 4.4/5
- 74%
Reviewers say women are treated fairly and equally to men
- 80%
Reviewers say the CEO supports gender diversity
18 weeks paid leave for new parents (birthing and non-birthing); flexible work options for parents & caregivers; family planning resources
Women of Uber Employee Resource Group offering networking, professional development, and peer mentoring
Strong commitment and meaningful progress to increasing gender diversity (+1.2% women in leadership from 2020 to 2021; +2% women overall)