The successful candidate thrives in ambiguity, influences without authority, and can balance long-term strategy with flawless execution in a fast-paced global environment.
Location: Phoenix
What You'll Do
Strategic Leadership
Own the enablement (L&D and Quality) strategy and roadmap for a strategic business portfolio, ensuring alignment with organizational priorities.
Translate business strategy into scalable capability-building initiatives that improve business performance.
Apply AV domain expertise to anticipate launch, scaling, safety, operational-readiness, and customer-support risks, translating them into clear Enablement and Quality priorities.
Anticipate future capability needs and proactively shape enablement investments.
Establish enterprise Quality frameworks, governance models, and operating standards that evaluate capability effectiveness, operational excellence, and customer experience.
Drive continuous improvement by integrating learning, quality insights, performance data, and operational priorities into a unified enablement strategy.
Executive Stakeholder Management
Serve as the primary Enablement partner for senior business leaders.
Build trusted relationships across Operations, Product, CX, PMO, and other global functions.
Influence strategic decisions through data-driven recommendations, quality insights, and enablement expertise.
Present business reviews, quality trends, capability risks, and strategic recommendations to executive leadership.
Portfolio Management
Own a portfolio of complex global Enablement and Quality initiatives from strategy through execution.
Prioritize initiatives based on business impact, customer experience, operational performance, regulatory requirements, and organizational goals.
Ensure programs are delivered on time, within scope, and achieve measurable business outcomes.
Balance investments across learning transformation, quality programs, process improvement, AI adoption, and operational readiness.
Quality Strategy & Governance
Design and evolve enterprise Quality programs that drive consistent customer experiences across global operations.
Establish quality governance, audit methodologies, calibration frameworks, and performance standards.
Define Quality Scorecards, KPIs, and evaluation methodologies aligned to business and customer outcomes.
Lead quality calibration programs across regions, vendors, and internal teams to ensure consistency and fairness.
Drive root cause analysis of quality gaps and partner with Operations, Product, and Learning teams to implement systemic improvements.
Ensure quality standards support regulatory, compliance, safety, and policy requirements.
Build Voice of Customer and Voice of Business feedback loops that continuously improve operations and capability development.
Oversee quality innovation initiatives including AI-assisted evaluations, automated quality monitoring, speech analytics, and predictive quality models.
Team Leadership
Lead, coach, and develop a team of Enablement Program Specialist(s).
Foster a culture of accountability, innovation, collaboration, and continuous improvement.
Provide strategic direction while enabling team autonomy and growth.
Enablement Strategy & Innovation
Drive modern enablement approaches that are scalable, reusable, data-driven, and globally consistent.
Champion innovation, experimentation, AI-enabled learning, AI-assisted quality management, and continuous improvement.
Integrate Quality insights into learning strategies to proactively address performance gaps.
Ensure learning experiences effectively close capability gaps while supporting evolving business priorities.
Drive adoption of modern enablement technologies including Learning Platforms, Knowledge Management, Quality platforms, Digital Coaching, and AI-powered enablement ecosystems.
Measurement & Business Impact
Establish success metrics and evaluation strategies for the enablement portfolio.
Leverage analytics and operational performance data to demonstrate ROI.
Continuously optimize programs based on insights and business outcomes.
Develop executive dashboards that connect enablement investments to business performance.
Cross-Functional Leadership
Partner closely with Content, Design, Learning Operations, Quality, Translation, Analytics, Product, and Field/Vendor Operations.
Align cross-functional teams around shared priorities and delivery plans.
Remove blockers and drive execution across multiple concurrent initiatives.
Basic Qualifications
Bachelor's degree or equivalent practical experience.
Minimum 5 years of experience in Enablement, Learning & Development, Quality, Talent Development, Program Management, Consulting, or related fields.
Preferred Qualifications
8+ years of experience in Enablement, Learning & Development, Quality, Talent Development, Program Management, Consulting, or related fields.
2+ years Experience in working in the AV industry
3+ years of experience establishing new programs and building high-performing teams from scratch.
Track record of building and launching at least 2 greenfield (0-to-1) global enablement or quality programs from initial concept through full operational deployment across 200+ end-users or support agents.
Experience managing a global portfolio of 5+ concurrent enablement/quality initiatives across multiple regions, delivering all projects within defined milestones.
Demonstrated design and execution of enterprise Quality Governance frameworks (audit methodologies, scorecards, calibration standards) that achieved a measurable KPI improvement (e.g., 10%+ lift in quality scores or CSAT).
Proven experience delivering business reviews, enablement roadmaps, and risk assessments directly to Director- and VP-level executives across 3+ cross-functional units (Operations, Product, CX).
Led organizational change management programs supporting major product or operational rollouts that impacted 500+ frontline or field operations personnel.
Experience leveraging executive-facing dashboards using BI tools (Tableau, Power BI, Looker, or SQL) to connect enablement investments to business ROI, time-to-proficiency, and operational performance metrics.
2+ years of practical experience selecting, deploying, or managing AI-powered enablement technology (e.g., AI-assisted quality monitoring, speech/text analytics tools, or LLM-driven knowledge management ecosystems).
For Phoenix, AZ-based roles: The base salary range for this role is USD $130,000 per year - USD $144,000 per year.
For San Francisco, CA-based roles: The base salary range for this role is USD $162,000 per year - USD $180,000 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. All full-time employees are eligible to participate in a 401(k) plan. You will also be eligible for various benefits.
