About the Role

Community Operations is pioneering how Uber manages experience support around the globe. We are seeking a talented and experienced Quality Automation Lead to join our team and drive automation and innovation work across our Global Quality programs. In this role you will create the strategy and support the build, validation, deployment, and maintenance of all automated quality support processes. The Quality Automation Lead is always assessing the latest and greatest tech, collaborating closely with Quality Programs and Operations teams to understand business needs, and also staying updated on emerging technologies. The ideal candidate has proven experience in automating human processes, strong leadership skills, and a knack for creative problem-solving. If you're passionate about driving innovation, improving support experiences, and thrive in a dynamic environment, apply now to join our team!

What You'll Do

• Develop Quality Automation strategies in collaboration with program teams, staying abreast of emerging technologies in the market.

• Collaborate with the Quality Platform lead to set up and evaluate potential tech partners through Tech Pilots, conducting User Acceptance Testing (UAT) as necessary.

• Lead a small, agile team dedicated to increasing efficiency, scale, and scope of audit practices.

• Develop and document the procedures, metrics, data requirements, etc. for validating automation logic and model health across various platforms.

• Provide training and/ or create the processes or resources necessary to build automation support in languages other than English.

• Establish governance on automation logic, models, and their applications, defining metrics and addressing limitations.

• Continuously monitor the accuracy and optimization of automation models, including facilitating the regular maintenance and tuning of models in production.

• Develop Quality Tooling strategies for new modalities (video, self-service, etc), ensuring effective implementation in partnership with the Quality Platforms lead..

Basic Qualifications

• Proven experience in Quality Assurance Automation, including strategy development, implementation, and governance.

• Readily embrace emerging technologies and stay updated on industry trends, particularly regarding advancements in AI, GPT, and LLM technologies related to the Quality domain.

• Strong understanding of software testing methodologies and practices.

• Experience leading or managing small teams.

• Excellent communication skills and ability to collaborate effectively with cross-functional teams.

• Attention to detail and analytical mindset for problem-solving.

• Skilled in adaptable communication and can create clear narratives using data and anecdotal evidence, also comfortable speaking in front of senior leadership teams.

• Bachelor's Degree or equivalent experience

Preferred Qualifications

• Experience in establishing and evaluating potential tech partnerships.

• Skilled in deploying automated solutions at a large scale across diverse languages and regions.

• Possesses extensive knowledge of Quality operations and a track record of implementing Quality automations within a call center environment.

• Experienced in formulating and executing QA tooling strategies.

For Chicago, IL-based roles: The base salary range for this role is USD$112,000 per year - USD$124,000 per year. For New York, NY-based roles: The base salary range for this role is USD$124,000 per year - USD$137,500 per year. For Phoenix, AZ-based roles: The base salary range for this role is USD$99,000 per year - USD$110,000 per year. For San Francisco, CA-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. More details can be found at the following link https://www.uber.com/careers/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. If you have a disability or special need that requires accommodation, please let us know by completing this form- https://docs.google.com/forms/d/e/1FAIpQLSdb_Y9Bv8-lWDMbpidF2GKXsxzNh11wUUVS7fM1znOfEJsVeA/viewform