Sr Operations Manager - Internal Escalations

About the Role
The Internal Escalations manager is part of the Global Escalations organization, which provides elevated support across all channels (phone, chat, automation, AI) and lines of business. The Internal Escalations leader is responsible for ensuring that critical issues that surface within our support network are identified, mitigated, and resolved. Delivering this caliber of support isn’t easy—it takes a highly motivated leader who can understand Uber’s operations, adapt to our constantly changing business, and help solve problems where no solution currently exists.
Crucially, this leader possesses a true ownership mindset over the entire customer and agent journey. You don't just look at the problem through the lens of Field Operations; you own the end-to-end ecosystem, tracking how an escalation originates, how it flows through our technical systems, and how it impacts the broader user experience.
This role allows you to drive large-scale impact and work with a wide range of stakeholders. You will leverage project management methodologies to manage a portfolio of projects through the entire lifecycle, lead cross-functional collaboration, and be an expert on escalation frameworks, processes, and operations, establishing new ways of working to efficiently mitigate and resolve critical, escalated support issues. You will also lead a small team of direct reports, focusing on coaching and developing core program management competencies and skills.
This role is for a structured thinker who is deeply customer-obsessed, can work cross-functionally, is comfortable navigating ambiguity, and is able to create and execute a strategic roadmap for success. Having a product mindset is key to building out the technical roadmap for agent escalation on a global scale, allowing you to architect solutions that bridge operational execution with product and technology improvements.
What the Candidate Will Need / Bonus Points
---- What the Candidate Will Do ----
Strategic Vision & Escalation Mitigation: Lead the development of a comprehensive vision and support strategy to effectively mitigate, manage, and resolve complex internal escalations across multiple channels, policies, and support operations.
Frictionless CX & Trust Restoration: Partner closely with the Customer Experience (CX) team to identify, isolate, and eliminate frustrating, high-friction customer touchpoints ("cringe-worthy experiences"), ensuring our people, processes, and technology work seamlessly to restore customer trust.
Vendor Empowerment & Knowledge Architecture: Empower our global Vendor Partners to autonomously resolve highly complex, ambiguous cases by designing robust support content, logic-based workflows, and training frameworks where automated logic does not yet exist.
Customer Effort Reduction: Drive initiatives aimed at radically reducing customer effort, streamlining the escalation path to deliver swift, elegant, and permanent resolutions.