Uber · 1 day ago
Program Lead - Support Product Quality
Sunnyvale, CA
Full-time
Onsite
Senior Level
$155K/yr - $172K/yr
5+ years expUber is seeking a Program Lead for support Product Quality who will drive quality across their support products. This role focuses on ensuring customer support experiences meet high standards and involves cross-functional collaboration to identify and resolve quality issues.
LogisticsMobile AppsRide SharingSoftwareTransportation
Responsibilities
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 issue identification 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 CommOps teams - advocating for bug free product, great fit and finish, and excellent customer experience across platforms and products
Qualification
Required
5+ years of experience in program management, product operations, customer support systems, or QA leadership
Preferred
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, CommOps, 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
Benefits
Participate in Uber's bonus program
May be offered an equity award & other types of comp
Various benefits
Company
Uber
Uber develops, markets, and operates a ride-sharing mobile application that allows consumers to submit a trip request.
10001+ employees
H1B Sponsorship
Uber has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (830)
2024 (796)
2023 (684)
2022 (954)
2021 (750)
2020 (638)
Funding
Current Stage
Public CompanyTotal Funding
$35.56BKey Investors
William AckmanPayPalToyota Motor
2025-09-08Post Ipo Debt· $2.25B
2025-05-13Post Ipo Debt· $1B
2025-01-01Post Ipo Equity· $2.3B
Leadership Team
Dara Khosrowshahi
CEO
Prashanth Mahendra -Rajah
Chief Financial Officer
Recent News
2026-01-08
2026-01-08
Business Insider
2026-01-07
Company data provided by crunchbase