Live opening · Posted 3 days ago
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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 8 years of experience in program management, operations, or a related field within a fast-paced, global environment
Bachelor's degree or equivalent experience
Preferred Qualifications
Crisis management experience for a large-scale company
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