About the Role
As the Program Manager for Identity Quality, you will be the architect of our global document verification and data management strategy. You will bridge the gap between programmatic and regulatory necessity and seamless customer experience, ensuring that our identity operations standards are not only compliant but best-in-class. This role requires a strategic thinker who can navigate complex regional and market-based requirements while driving executional excellence across global teams.
What you'll do
- Global Docs Quality Strategy: Define and own the long-term vision for document verification quality. Ensure global consistency while accountably adapting to regional nuances.
- Strategic Roadmap: Influence executive stakeholders and simplify complex regulatory requirements into actionable project roadmaps.
- Business Review Structure: Establish and lead a robust baseline business review (MBR/QBR) cadence to track health metrics, identify leakage, and drive accountability.
- CX & Program Optimization: Partner with customer experience and support operations teams to reduce friction in the document journey, ensuring quality checks enhance rather than hinder the customer experience.
- Regulatory & Legal Alignment: Serve as the primary liaison for legal and data privacy teams to ensure all data management practices meet evolving global regulatory standards.
Basic Qualifications
- 5 years in Program Management, Service Quality Assurance, or Identity/Risk Operations.
- Proficiency in quality management principles, methodologies, and tools.
- Proven ability to build support business reviews and data-driven reporting structures from scratch.
- Strong verbal and written communication skills for use with internal teams, stakeholders, and customers.
- Experience leading cross-functional squads without direct authority
- Familiarity with quality assurance systems, tools, and technologies, such as quality monitoring software (NICE, ObserveAI), CRM platforms, and data analytics tools (Tableau, data studio , etc).
Preferred Qualifications
- Experience with customer experience or process improvement functions
- Bilingual/ multilingual communication is a plus to support this footprint
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Ready to Ride?
This isn't the kind of place where you follow a playbook - it's where you help write one. If you're driven by impact, energized by challenge, and ready to shape how the world moves - we'd love to hear from you.
You may be eligible for bonuses, equity, and other compensation, as well as a range of benefits. Explore our benefits.
Offices remain key to collaboration and Uber's culture. Unless approved for full remote work, employees must spend at least 50% of their time in-office. Some roles, like those at greenlight hubs, require full-time in-office presence. Ask your Recruiter for details about this role's requirements.
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.
