Sr Program Manager, Global Escalations Job at Uber (New York)

Sr Program Manager, Global Escalations

Uber

Location:
United States , New York ▼
Phoenix
Chicago
San Francisco

Category:
IT - Administration

Contract Type:
Not provided

Salary:

105000.00 - 145500.00 USD / Year

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Job Description:

The Global Escalations - Insights & Improvements team within Community Operations is focused on building holistic infrastructure to escalate poor support experiences and make it right by all Uber customers. As a Sr Program Manager, you will build the strategy for new escalations programs, implement and iterate on your strategy, and drive continuous improvement on existing processes and programs. You will own the implementation of regional initiatives as well as scaling processes and programs globally. Escalations span across Uber’s lines of businesses and support channels. This role will give you the opportunity to drive large-scale impact and work with a wide range of stakeholders and systems. You will leverage project management methodologies to manage multiple workstreams, lead org-wide integrations, and become an expert on escalations operations and foundations. This role is for a structured strategic thinker who is customer-obsessed, consistently looks for ways to improve the customer experience, can work cross-functionally, is comfortable navigating ambiguity, and able to prioritize.

Job Responsibility:

Manage escalation agent tooling, empowerment, and permissioning for all escalation programs and agent populations
Accountable for Global Escalations operations / governance initiatives and responsibilities (e.g., resource maintenance, GE-internal meeting facilitation, coordinated product launches and escalation agent support readiness, etc.)
Develop structural foundations (i.e. escalation pathways, agent profile, footprint, incentives, empowerment, reporting, etc.) for escalations programs
Define and drive escalations processes that allow for customer intervention at the earliest moment to reduce customer effort and improve customer experience
Ensure people, processes, and technology work together to deliver outstanding customer experiences and rebuild trust with our customers
Define and scope projects with charters that include well-written problem statements, clear and executable timelines, and quantifiable goals and baseline data
Be comfortable with ambiguity, lead through influence, and partner with business teams, Eng, Product, Quality, Field Operations, and Vendor Management, to drive decisions and projects to completion
Drive continuous improvement in existing escalations programs and processes. Adjust the programs to meet the changing needs of the business
Own metrics and communicate key program outcomes and insights to key stakeholders and leadership

Requirements:

4+ years of work experience in program management or a related field (e.g., consulting, operations, etc.)
Ability to derive insights from data and use data to inform decisions
Bachelor's Degree

Nice to have:

Experience building efficient processes that scale across a large organization and drive customer experience and operational process improvements
Experience leading multiple cross-functional initiatives
Track record of balancing analytical strategic thinking with quick decision-making, change management, and timely execution
Advanced Excel/data analysis skills, data-driven mentality, and strong business judgment
Ability to synthesize information quickly, highlight the key takeaways, and disseminate actionable insights
Track record of building and continuously improving processes and programs supporting multiple stakeholders with often conflicting priorities
Exceptional written, verbal, and visual (compelling charts, slides) communication skills
Experience working with ambiguity in a fast-paced environment
Experience in the service industry, customer support, or in a high-volume and extremely fast-paced environment
PMP, Six Sigma, Agile or comparable certification

What we offer:

Eligible to participate in Uber's bonus program
May be offered an equity award & other types of comp
All full-time employees are eligible to participate in a 401(k) plan
Eligible for various benefits (see link)

Additional Information:

Job Posted:
February 17, 2026

Employment Type:

Fulltime

Work Type:

Hybrid work

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New

Chief Country Compliance Officer Sr Mgr

Oversees the Citi Compliance Risk Management Program for a medium to smaller fra...

Location

Bahamas , Nassau

Salary:

Not provided

Citi

Expiration Date

Until further notice

Requirements

Credibility as a subject matter expert and experience of dealing with issues that have a high impact at all levels of the organization
Experience of working with key country level regulators and industry associations
Knowledge of local regulatory requirements and obligations and the ability to identify emerging compliance issues and themes
An ability to influence senior business leaders on all compliance risk-related matters affecting the business. The individual should have the ability to independently challenge, when needed, while at the same time being supportive and solution-based and not being perceived as obstructive
An ability to be “hands on” and “in the trenches” with the direct team, while also bringing a sense of strategic vision and a global sensibility to the function
Ability to navigate and negotiate through conflicting demands to maintain focus on priority objectives while ensuring key stakeholders’ needs are met
Strong team leadership, communication, interpersonal and management skills, with a track record of leading through change and the ability to effectively communicate the strategic vision to various stakeholder groups
Effective negotiation skills, a proactive and “no surprises” approach in communicating issues and strength in sustaining independent views. Strong presentation and relationship management and influencing skills are essential
The ability to thrive and execute in a complex, highly matrixed, global environment
Bachelor’s Degree highly preferred or relevant, equivalent experience. Preference for post graduate degree and/or recognized professional qualifications where applicable. Professional qualifications may include: CRMC or equivalent, CPA, ACA, CIA, CFA, ACAMS, etc. strong technical knowledge of compliance regulations and requirements, experience within a highly complex, global financial institution, regulator or related industry participant.

Job Responsibility

Annual Country Compliance Plan: Preparing, obtaining approval and successfully completing an annual compliance risk management plan, in accordance with the global template and content and presentation requirements, setting out how compliance risk will be managed within the jurisdiction and its constituent parts, and the role to be played by ICRM in order to achieve the plan. Identification of the jurisdictional requirements, accountabilities and the process ownership and monitoring and testing ownership, as well as the determination of suitable staffing, hours required and secured budget in order to achieve the state of compliance within risk appetite will be set out in the plan, which will be reviewed quarterly with the jurisdictional CCC and ICRM, as well as any applicable legal entity, as well as where required by applicable regulatory agencies. The annual country compliance plan must take into consideration the applicable compliance risk assessments and MCAs appropriate to the jurisdiction and its activities.
State of Compliance Reporting: Preparing quarterly, in accordance with the approved global format, and in adherence to all established requirements for the State of Compliance reporting. The State of Compliance report will be presented to the appropriate CCC, BRCC and legal entity Board or Board Audit Committee, or other such Board committee required within the jurisdiction.
Enhancing Governance: Providing a valued interactive program of support and compliance risk management services covering the assessment and reporting of Key Compliance Risks across products, services, functions, legal entities, service centers and the jurisdiction as a whole. Providing stakeholders with insight and practical solutions as well as credible challenge to improve the ethical control culture, and conduct risk environment. Timely reporting of significant local regulatory issues to local, overseas, regional, and global stakeholders. Same-day escalation of regulatory reports received. Maintaining on-going assessment and reporting of the State of Compliance through the relevant corporate governance committees such as country audit committee(s) and/or subsidiary board(s), country coordinating committee and business risk management committee, and other management body(ies). Key Activities Compliance Risk Culture:
Stakeholder Support and Relationships: Developing senior management relationships, including with legal entity management focus, inclusive of non-executive directors (where they exist in the jurisdiction), and the CCO as well as product functional and entity/service center line management. Informing senior management and directors of subsidiary boards, and the country/business management of significant compliance matters that require their attention or action. Proactively anticipate and help the business and functions plan for changes in the compliance and regulatory environment in the country. Provide support to compliance programs and country/business management on policy interpretation and “gray area” exposures. Build and maintain strong relationships with other functional leads, including Legal, Risk Management, including Operational Risk Management, and Internal Audit to create a supportive and seamless compliance and ethical control culture and an appropriate conduct risk environment. Key Activities Processes and Activities:
Regulatory Management and Coordination: Supporting the Citi Country Officer (CCO) in the management and development of regulatory relationships. Coordinating as the key interface with regulators on compliance risk management issues and supervisory exam management matters. Providing same day notification of regulator correspondence to Citi Compliance Officer, Regulatory Liaison and Exam Management CCO and ICRM COO. Providing leadership, coordination and regular interaction with the [insert country] authorities on behalf of ICRM and the Citi franchise. Record regulator correspondence and minutes of regulator meetings on Citi system in line with the Global Regulatory Exam Management Governance and Process Standards. Ensuring prompt recording of, responses to, and escalation of regulatory queries, notices of violations and breaches, any forbearance, and concerns identified. Deliver to regulators and supervisors a valued interactive program of support and assurance in accordance with requirements and appropriate expectations on compliance issues, trends, themes, root cases and impacts relating to governance, regulatory risk management and internal control issues. The overall objective is to earn the regulator’s trust and to establish a strong, independent and professional regulatory relationship across the franchise.
Regulatory Inventory: Ensuring prompt identification, logging in, evaluation and formulation of a plan to address requirements arising from new and amended laws, regulations, rules and other requirements and expectations from regulatory and enforcement authorities.
Regulatory Change Management and Controls: Ensuring that the regulatory change management requirements and processes, along with the regulatory control framework for existing requirements, are effectively operating within the country with respect to the identification, impact assessment and implementation of all applicable laws, regulations, rules and related processes, controls and reporting that impact Citi activities in the jurisdiction.
Anti-Money Laundering Compliance Risk Management (ACRM): Providing strategic direction, oversight, coordination and cooperation in respect of the country’s Anti-Money Laundering compliance risk management program. Partner closely and with the Head of ACRM to ensure a strong linkage between ICRM and ACRM.
Independent Compliance Risk Management (Program and Product/Service/Function focused*): Providing direction and oversight in supporting the ICRM teams in the country related to local requirements and the applicable extraterritorial laws, regulations, relevant Citi policies, standards, and global procedures. Deliver consistent application of program procedures and be accountable to program owners consistent with the ICRM methodology and CRM Framework. *Programs include but are not limited to: Sanctions
Anti Bribery

Fulltime

Sr Program Manager, Global Escalations

Uber

Location:
United States , New York ▼
Phoenix
Chicago
San Francisco

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Job Description:

Job Responsibility:

Requirements:

Nice to have:

Additional Information:

Job Posted:
February 17, 2026

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Sr Program Manager, Global Escalations

Uber

Location:United States , New York ▼PhoenixChicagoSan Francisco

Category:IT - Administration

Contract Type:Not provided

Salary:

Job Description:

Job Responsibility:

Requirements:

Nice to have:

Additional Information:

Job Posted:February 17, 2026

Looking for more opportunities? Search for other job offers that match your skills and interests.

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