Program Leader, Quality Activation

2 weeks ago

Phoenix, United States Uber Full time

**About The Role**

Global Quality is taking steps to transform how we support and enable our frontline agents and CommOps partners to drive positive support experiences. By leveraging a standard program grounded in agent behaviors enabled by advanced tech, we can increase the scope and coverage of audits. We are seeking a Quality Activation leader to develop and execute plans to best leverage the new, high volume data and trends. This role will also help support the ongoing calibration to link our Quality Programs seamlessly to BAU operations. We are looking for a Global Quality Activations Lead who will focus on incubating and activating program solutions before handing off to operations. This role will be a key part of our Global Quality Leadership team.

What You'll Do
- Design and implement plans for newly developed Quality programs and leverage the activations team members to incubate them before handoff to operations for full scale deployment
- Lead the support for pilots and experimentations for the Global Quality team to test new and innovative approaches to completing Quality Audits
- Identify, scope and drive continuous improvement initiatives focused on improving Quality behavior demonstration across Mobility, Delivery and Global Programs
- Develop and manage review and approval cycles for improvements to program documentation that will allow operations to seamlessly scale changes
- Partner with Internal program managers focused on building Quality standards to include findings from the incubations process
- Support Cross functional strategic initiatives like transfer reduction, R&A compliance, etc. to improve customer experience and business performance
- Build and lead a high-performing team, providing guidance, mentorship, and professional development opportunities to enhance team capabilities and effectiveness.

**Basic qualifications**
- 7+ years of experience in quality management, program management, or operations excellence-focused 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.

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