Sr Program Manager, US&C Crash Support & Claims Quality

Quality Program Manager

Uber is innovating the processes, technology, and overall Crash Support and Claims user experience. This role will transform how we enable Claims Advocates to create positive customer experiences through a strong focus on quality behaviors, clear communication, action-oriented resolution, overall accuracy of claims submission, and advocacy. We are looking for a Quality Program Manager who will focus on developing, deploying, and managing evaluation programs to drive improved experiences, more accurate claims, and process improvement opportunities. This lead will support the Quality program execution for the US & Canada Insurance and Claims team within Core Services. A main focus of this role will be to build strong partnerships with stakeholders, collaborating to build solutions that deliver impact on their stated business objectives. This is a rapidly evolving segment of quality work that requires a dedicated, flexible, and innovative program owner.

What You'll Do

• Program Management : Develop and execute a comprehensive quality program strategy aligned with the org's mission and objectives, focusing on enhancing the quality of our customer interactions, the accuracy of data processing, and resolution of customer issues.
• Define Quality Standards : As a program subject matter expert, define and document standardized quality requirements that meet the needs of the Insurance Program team with the necessary local market nuances as appropriate.
• Analysis of Program Health : Baseline program performance and build working strategies to drive metric improvements in partnership with internal teams, GSO Enablement functions (i.e. L&D, Content), and Crash Support and Claims Organization.
• Partner with Quality Operations to ensure that Global Quality Standards are maintained and program performance is documented and reported to key stakeholders.
• Cross-Functional Collaboration : Work closely with cross-functional teams (Global and Regional CommOps, BPOs, QaaS, GSD, CO) to integrate quality considerations into all aspects of customer support delivery.
• Demonstrate Quality Expertise : 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.
• Support Uber Quality Programs : Be a thought leader and contribute to the Global Quality roadmap ? and vision, sharing best practices, and leveraging technology to improve the scale and scope of Quality contributions back to the business.

Basic qualifications

Preferred qualifications

For Chicago, IL-based roles : The base salary range for this role is USD$140,000 per year - USD$155,000 per year. For Phoenix, AZ-based roles : The base salary range for this role is USD$124,000 per year - USD$137,500 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.

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.