Uber

Progam Manager - QA and CSAT

At Uber, providing excellent customer support to riders and partners is a core feature of our product experience. Delivering this caliber of support isn’t easy - it takes leaders who can understand Uber’s operations, adapt to our constantly changing business, and help resolve problems where no solution currently exists.
 
We’re looking for someone outstanding to help develop our global capabilities related to service quality. Community Operations takes a matrixed approach to customer support, with regional teams responsible for service delivery, and global support teams providing expertise and scale to enable our collective success. This role will be responsible for developing and guiding our capabilities related to strengthening the existing Quality program and collecting, measuring, analyzing and syndicating metrics and insights relating to how our customers feel about the service they receive from Uber. With millions of customers seeking answers to questions about Uber, and tens of thousands of CSRs around the world helping answer those questions, it’s imperative that we have the ability to measure and improve the experience our customers are having with Uber, and the impact we are making on their future Uber business.

What you'll do 

  • Develop and implement projects responsible for service quality measurement, assessment and improvement
  • Augmenting our capabilities around collecting and using customer satisfaction data and insights, and ensuring that it guides agent coaching, vendor management and business improvement
  • Build scalable insights platforms for regional business partners to leverage
  • Help design and work with regions to implement actionable feedback loops with which we can encourage continuous improvement
  • Collaborate effectively with Community Operations leadership to move towards global alignment and process harmonization across Uber globally
 

What you'll need

  • Minimum 4-5 years of experience with transformational Customer Support Quality efforts
  • Experience in consulting, technology, or similar knowledge-based field
  • Proven ability to build and guide initiatives to capture, develop, and disseminate knowledge across large organizations leading to enhanced efficiency and organizational leverage
  • Deep understanding of quality metrics, and resources, as well as information architecture, data types, data structures and associated use of metadata
  • Excellent analytical abilities; able to dig into complex data sets to help inform decisions
  • Effective at implementation of organization-wide programs and initiatives through collaboration across functions, geographies, and organization levels
  • Superb program management skills and the ability to coordinate the creation of custom databases and systems to manage knowledge
  • Excellent written, verbal, and visual communication skills, and demonstrated ability to influence and gain consensus at senior levels, and explain complex concepts in simple, layman’s terms
  • Relentlessly passionate for internal downstream customers and external Community users
  • Available for business travel both domestic and international as needed
 

Bonus Points if

  • Minimum of BA/BS; MBA or graduate degree in related field preferred

 

Interested applicants please send your resume to Rouella Ravago via email This email address is being protected from spambots. You need JavaScript enabled to view it.

 

About Uber

We’re changing the way people think about transportation. Not that long ago we were just an app to request premium black cars in a few metropolitan areas. Now we’re a part of the logistical fabric of more than 600 cities around the world. Whether it’s a ride, a sandwich, or a package, we use technology to give people what they want, when they want it.
 
For the people who drive with Uber, our app represents a flexible new way to earn money. For cities, we help strengthen local economies, improve access to transportation, and make streets safer.
 
And that’s just what we’re doing today. We’re thinking about the future, too. With teams working on autonomous trucking and self-driving cars, we’re in for the long haul. We’re reimagining how people and things move from one place to the next.