Sr Program Manager, Global Escalations

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.