What’s Uber like in terms of their business, the role, and the work culture?

Well, you’ll be leading a high-performing team of about 10 to 12 direct reports. It’s all about mentoring them and helping them grow while making sure everyone’s on the same page with training and quality audits.

Actually, you’ll be overseeing the entire lifecycle of support excellence. That means developing training content, conducting GEMBA walks to spot any issues, and synthesizing quality data into actionable insights for decision-makers.

Your impact will be pretty significant! By turning complex data and GEMBA insights into clear strategies, you’ll directly influence decisions for senior Operations leaders and global clients, which is crucial for enhancing the customer experience.

You’ll want to have a solid background in data synthesis and storytelling, especially when it comes to quality metrics. Experience in designing training programs and using continuous improvement methods like Root Cause Analysis will also be super helpful.

Collaboration is key! You’ll be the main point of contact for Learning & Development and Quality, working closely with cross-functional partners to close performance gaps and improve the overall client experience. It’s all about teamwork!