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.

Basic Qualifications

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

Preferred Qualifications

• 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.

For Phoenix, AZ-based roles: The base salary range for this role is USD$124,000 per year - USD$137,500 per year.

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 .

Uber's mission is to reimagine the way the world moves for the better. Here, bold ideas create real-world impact, challenges drive growth, and speed fuels progress. What moves us, moves the world - let's move it forward, together.

Uber is proud to be an Equal Opportunity 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 .

Offices continue to be central to collaboration and Uber's cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role.