About the Role

The Program Lead for support Product Quality will drive quality across our support products. This role will ensure that all customer support experiences - across customer facing and agent tools- meet the highest standards of functionality and usability at scale.

The role will be cross-functional in nature, integrating inputs from Comm Ops and Global Digital Experience (GDX) teams and partnering with Product teams to continuously identify and fix quality issues in the products. The work will directly impact CSAT, resolution accuracy, churn prevention and customer engagement post interactions with support products.

The role will also be instrumental in creating a quality mindset amongst the Comm Ops and Customer Obsession teams. There are 3 roles, one each focused on Eater, Merchant and Driver support product quality.

What the Candidate Will Do

• Define and track Quality metrics and drive down micro-KPIs for each product:

• Publish metrics for easy consumption; where quantitative measures are not feasible, use stories and other qualitative techniques to bring the Product quality to life (the philosophy being 'you know good quality when you see it').

• Identify Quality gaps and push for resolution:

• Build and operationalize processes for issueidentification and rapid iteration in production environments. Analyze support data to identify systematic failures and Dogfooding / testing to identify high-impact friction points in the support journey.

• Ensure launch readiness from a product quality perspective:

• Partner with product managers, CX teams and GDX to ensure all support features meet the bar before launch and / or scaling.

• Prioritize Quality Initiatives:

Own the quality-focused backlog and collaborate with Product Managers to inject critical quality, reliability, and technical debt tasks into the core product roadmap . Institutionalize Feedback Loops to inform prioritization and continuous improvement.

• Champion Craftsmanship:

Embed a culture of quality within product and Comm Ops teams - advocating for bug free product, great fit and finish, and excellent customer experience across platforms and products.

Basic Qualifications

• 5+ years of experience in program management, product operations, customer support systems, or QA leadership
• Bachelor degree or equivalentprofessional work experience

Preferred Qualifications

• Proven track record of driving cross-functional transformations in high-scale environments

• Deep understanding of customer support ecosystems and support products

• Strong analytical mindset; ability to work with data to identify defects, trends, and gaps

• Excellent stakeholder management and communication skills - can influence across Product, Comm Ops, and Engineering. Ability to communicate unpopular facts and opinions in a digestible manner.

• Demonstrated business impact from relentless customer obsession

• Ability to thrive in ambiguous and high pressure environments

• Experience running usability testing, UAT, manual or auto evaluations or post-launch QA processes

• Very strong understanding of Generative AI applications in support

• Strong product intuition and a passion for operational excellence and customer obsession

• For San Francisco, CA-based roles: The base salary range for this role is USD**$162,000 per year**

• USD**$180,000 per year**.

• For Sunnyvale, CA-based roles: The base salary range for this role is USD**$162,000 per year**

• USD**$180,000 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. All full-time employees are eligible to participate in a 401(k) plan. You will also be eligible for various benefits. More details can be found at the following link https://jobs.uber.com/en/benefits.

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.