About the Role
As a Program Manager for Risk & Payments Quality, you will be responsible for the strategic alignment of financial risk quality programs and the operational support structure for Payments Compliance workstreams. This role sits at the intersection of regulatory rigor and customer experience, ensuring that our refund, appeasement, and data management processes are not only compliant with legal standards but optimized for global scalability. You will establish baseline business review structures to maintain a high bar for executional excellence across the payments ecosystem.
What You’ll Do
- Quality Strategy & Risk: Develop and drive the Financial Risk Quality strategy, ensuring all payment workstreams align with broader organizational risk requirements.
- Support Structure Ownership: Design and maintain the end-to-end support structures for Refunds & Appeasements, and Payments Compliance, identifying bottlenecks and implementing automated or process-driven solutions.
- Business Governance: Establish and lead Business Review structure to track key performance indicators, ensuring transparency and accountability for quality metrics.
- CX & Program Optimization: Partner with cross-functional teams to ensure alignment, optimizing program workflows to reduce friction while maintaining financial integrity.
- Regulatory & Data Integrity: Collaborate with Legal and Regulatory teams to ensure all data management practices within the payments program meet global legal requirements.
- Stakeholder Management: Influence and align regional and global stakeholders to adopt standardized quality frameworks.
Basic qualifications
- 3-5 years in Program Management, Service Quality Assurance, or Financial/Risk Operations.
- Proficiency in quality management principles, methodologies, and tools.
- Experience building business review structures or governance models from the ground up
- Familiarity with global data management regulatioxns (GDPR, KYC, etc.) and document authentication technologies.
- 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
Uber's mission is to reimagine the way the world moves for the better. Here, bold ideas create real-world impact, challenges drive growth, and speed fuelds progress. What moves us, moves the world - let’s move it forward, together.
Offices continue to be central to collaboration and Uber's cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role.
*Accommodations may be available based on religious and/or medical conditions, or as required by applicable law. To request an accommodation, please reach out to accommodations@uber.com.
