Program Leader, Outage Management Lead – Community Operations

At Uber, reliability is critical - and when outages or severe product issues occur, how we coordinate customer support responses directly impacts customer trust. The Community Operations Outage Program Lead owns Uber’s global customer support coordination capability during outages and high-severity incidents. This role is responsible for ensuring that when issues impact customers our 24x7 Ops Commander team detects outages early, mobilizes the right stakeholders, activates clear guidance for support teams, and maintains structured coordination of organization through recovery. You will lead the strategy and evolution of this capability - expanding the process and operating model covering both outages and critical outages, defining performance standards, strengthening detection maturity, improving stakeholder engagement precision, and driving tech to increase speed and accuracy.