## About The Role Global Quality is on a path to transform how we support and enable our frontline agents and CommOps partners to drive positive customer experiences through a strong focus on agent behaviors, best-in-class Quality Programs, and advanced Tech. To support us in bringing this vision to life, we are looking for a Global Quality Program Lead - Mobility who'll focus on deploying and managing Quality programs to drive improved experiences for earners and customers globally across the mobility business..  A core focus of this role will be to build strong partnerships with stakeholders and partnering with them to build solutions that deliver impact on business goals by leveraging our Quality programs and tech offerings. ## What You’ll Do - Develop and execute a comprehensive global quality program strategy aligned with the org's mission and objectives, focusing on enhancing the quality of our customer interactions - Lead the design and implementation of quality programs and initiatives that cater to mobility teams across all regions. - Define and deploy quality standards that meet the unique needs of this part of the business including it’s broad portfolio of products (UberX, Shuttle, AV, Rental Cars, etc).  Ensure standards address all personas from driver to rider and in between. - Baseline program performance and build working strategies to drive metric improvements in partnership with internal teams, GSO, Regional CommOps, and Global Teams - Partner with Quality Operations to govern Global Quality Standards are maintained and program performance is documented and reported to key stakeholders. - Use a combination of quantitative and qualitative information to help our leaders understand how effectively Uber is serving its customers across all critical dimensions: delivery site, modality, contact type, and more - Stay current with industry-standard methodologies and frameworks that can be applied to Uber’s customer service operation and drive continuous improvement to customer outcomes - Develop a high-performing global Mobility Focused Quality program team across regions, fostering a culture of excellence, collaboration, and continuous learning. - Be a thought leader and contribute to the Global Quality roadmap ‌and vision - Collaborate closely with cross-functional teams (Global and Regional CommOps, BPOs, QAAS, GSD, CO) to integrate quality considerations into all aspects of customer service delivery. ## Basic qualifications - 7+ 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. - Strong knowledge 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 - Outstanding verbal and written communication skills, with the ability to effectively communicate complex concepts and strategies to diverse stakeholders. - Proven ability to collaborate effectively with cross-functional teams and stakeholders at all levels of the organization to drive alignment and achieve common goals. ## Preferred qualifications - Proven record of executing large-scale, global program deployments - Deep understanding and experience working with the Mobility functions regionally/globally - Experience managing dispersed/global teams to be high-functioning and high-performing 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](https://www.uber.com/careers/benefits). At Uber, we reimagine the way the world moves for the better. The idea was born on a snowy night in Paris in 2008, and ever since then, our DNA of reimagination and reinvention carries on. We’ve grown into a global platform moving people and things in ever-expanding ways, taking on big problems to help drivers, riders, delivery partners, and eaters make movement happen at the push of a button for everyone, everywhere. We welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently. If you have the curiosity, passion, and collaborative spirit, work with us, and let’s move the world forward, together. 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://forms.gle/aDWTk9k6xtMU25Y5A). 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. Uber is committed to a safe workplace. We have implemented COVID-19 safety protocols that meet or exceed local public health guidelines. Workplace safety remains our number one priority. As a result, Uber recommends all US- and Canada-based employees to be vaccinated in order to access any of our facilities; this is subject to change solely at the Company’s discretion.