Senior Program Manager, Delivery Quality

The Delivery Enablement team within Central Enablement and Transformation (CET) is seeking a Sr Program Manager, Delivery Quality who is a strategic thinker, cross-functional connector, and hands-on builder.

We are fundamentally transforming our Quality approach—replacing slow, defensive manual sampling with an innovative Quality Intelligence model that unlocks automated coverage and near real-time operational insights.

Moving beyond traditional QA, you will lead and manage a team of global QA Specialists, steering them through the evolution of our quality strategy as we shift toward a true frontline enablement model.

You will work with AI top-of-mind—linking automated quality strategy directly to agent enablement, building for efficiency, analyzing trends, and executing targeted plans to close frontline performance gaps to drive the customer experience.

A core focus of this role is building strong partnerships with stakeholders and collaborating with them to implement dynamic solutions that deliver impact on priority business goals.

By leveraging our evolving tech stack, you will move fast, think creatively, and execute with high-functioning teams in this rapidly changing part of our business.

This role will be based out of either our Chicago office, with direct reports managed globally.

Some flexibility in working hours required.

• Lead & Manage QA Specialists: Lead, mentor, and upskill a team of global QA Specialists, guiding them strategically.
• Drive AI-Led Quality Strategy: Develop and execute a tech-forward global quality strategy for Delivery, incorporating AI tools, automated quality evaluations, and smart sampling to move quality from periodic audits to real-time enablement intelligence.
• Bridge Quality & Agent Enablement: Partner directly across Delivery Enablement to convert Quality Intelligence into targeted agent coaching frameworks, learning interventions, and operational playbook updates.
• Connect Signals to Performance Effectiveness: Utilize Quality Optimization capabilities (including the Q@U and AI Coaching) to transition from random sampling to targeted performance optimization, identifying macro trends and closing frontline performance gaps.
• Dive Deep into Data & Define Trends: Get hands-on with quantitative and qualitative data to identify systemic support gaps, root causes of customer friction, and actionable performance trends.
• Operationalize the Q@U Framework: Champion the global evolution of the Quality@Uber (Q@U) framework—maintaining a balanced evaluation across global Delivery operations.
• Connect Strategy to Operations: Act as a strategic connector and executor across CET, frontline operations, and CommOps, ensuring quality insights directly drive systemic transformation and enablement initiatives.
• Measure & Baseline Operational Impact: Set baselines and execute working strategies to drive continuous improvement in CSAT, resolution efficiency, time to resolution, critical compliance rates, and agent proficiency.

Basic qualifications

• Minimum of 4 years of experience in quality management, program management, enablement, or operations leadership roles within technology, transportation, or fast-paced multi-sided marketplaces.
• Bachelor's Degree

• 5-8 years of experience in quality management, program management, enablement, or operations leadership roles within technology, transportation, or fast-paced multi-sided marketplaces.
• Proven track record with AI & Tech Integration: Demonstrated experience incorporating modern AI quality tools into operational workflows to enhance quality coverage and agent enablement.
• Hands-On Data & Analytical Fluency: Strong quantitative skills with proven experience diving into complex datasets, detecting operational trends, and translating insights into concrete gap-closure and enablement plans.
• Strategic Thinking & Problem Solving: Demonstrated ability to connect high-level transformation vision to day-to-day operational execution in a rapidly changing business environment.
• Quality Framework Mastery: Deep understanding of quality management principles, balanced scoring (Experience vs. Compliance), and automated sampling methodologies.
• Cross-Functional Stakeholder Leadership: Exceptional communication and relationship-building skills, with a track record of connecting cross-functional teams to drive shared goals.
• Experience within Centralized Enablement / Transformation Orgs: Prior experience driving program strategy, change management, or agent enablement within a centralized transformation structure.
• Experience with Conversational Intelligence Platforms: Familiarity with AI-driven quality tools such as Observe.AI, NICE, or custom automated QA / NLP scenario models.
• Global Support Operations Experience: Experience working with dispersed global support teams, vendor partners (BPOs), or delivery marketplace ecosystems (earner, merchant, eater dynamics).