About the role and team
The Global High-Risk Escalations team provides white-glove support for critical escalations across Uber’s global business. We are looking for a Senior Program Leader to lead the strategy and operations of this team while serving as the point person during critical crises.
You’ll oversee Uber’s high-risk customer support issues, focused on social media and executive escalations. You are at the forefront of protecting Uber’s reputation. You can simultaneously drive strategic change while remaining calm under pressure and action-oriented during daily escalations and large crises. You’ll make sharp judgment calls while pivoting operations and breaking down barriers in real-time.
The role's new priority is leading a strategy that incorporates AI-led workflows and drives upstream fixes from root causes identified from escalations.
What you’ll do
- Lead a 50+ person team across Uber’s global network ranging from Program Leaders to high-risk agents
- Oversee the management of five critical teams focused on social media escalations and executive escalations
- Create and inspire AI workflows that enable the proper balance of human intervention and technology
- Optimize root cause processes to create a culture of change that prioritizes driving upstream fixes for the business
- Partner across Global and Regional teams to ensure escalations are resolved with the proper balance of global processes and regional policies
- Partner closely with Comms, Legal, Ops, and cross-functional leaders to continuously optimize processes and manage escalations
- Coordinate critical escalations and large-scale crises by leading your team, peers, and leadership
- Readily available during weekends and nights for escalations and crises
Basic Qualifications
- Minimum 6 years of experience in program management, operations, or a related field within a fast-paced, global environment
- Bachelors degree or equivalent experience
Preferred Qualifications
- 10+ years of experience in program management, operations, or a related field within a fast-paced, global environment
- Crisis management experience for a large-scale company
- Proven ability to manage multiple complex projects simultaneously, from conception to completion
- Exceptional written and verbal communication skills, with the ability to influence and build consensus with diverse global teams and senior stakeholders
- Stays calm under pressure
- Demonstrated experience in process improvement and operational efficiency
- Strategic problem-solving skills and the ability to synthesize information quickly to make critical decisions
- Experience in communications or social media
- Experience in a customer support or customer success
- Demonstrated ability to balance long-term strategic priorities with short-term operational needs
- Experience with data analysis and using data to drive operational decisions
- Comfortable working with and learning multiple systems, such as Jira, Tableau, Salesforce, and Google Suite
- Experience with leveraging AI tools and platforms to drive operational efficiencies and improve customer support workflows
- Experience working with international teams and understanding different regional nuances
For Chicago, IL-based roles: The base salary range for this role is USD $183,000 per year - USD $203,000 per year.
For New York City, NY-based roles: The base salary range for this role is USD $203,000 per year - USD $225,000 per year.
For San Francisco, CA-based roles: The base salary range for this role is USD $203,000 per year - USD $225,000 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.
About UsReady to Ride?
This isn't the kind of place where you follow a playbook — it's where you help write one. If you're driven by impact, energized by challenge, and ready to shape how the world moves — we'd love to hear from you.
You may be eligible for bonuses, equity, and other compensation, as well as a range of benefits. Explore our benefits.
Offices remain key to collaboration and Uber's culture. Unless approved for full remote work, employees must spend at least 50% of their time in-office. Some roles, like those at greenlight hubs, require full-time in-office presence. Ask your Recruiter for details about this role's requirements.
Uber is proud to be an Equal Opportunity 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.
Uber Chicago, Illinois, USA Office
Uber's a hybrid work environment and employees target spending 50% of their time in the office.
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