Senior Program Leader, Global High-Risk Escalations

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  
• Proven ability to manage multiple complex projects simultaneously, from conception to completion
• Exceptional written and verbal communication skills, with the ability to influence and build consensus with diverse global teams and senior stakeholders
• Stays calm under pressure
• Demonstrated experience in process improvement and operational efficiency
• Strategic problem-solving skills and the ability to synthesize information quickly to make critical decisions
• Experience in communications or social media 
• Experience in a customer support or customer success
• Demonstrated ability to balance long-term strategic priorities with short-term operational needs
• Experience with data analysis and using data to drive operational decisions
• Comfortable working with and learning multiple systems, such as Jira, Tableau, Salesforce, and Google Suite
• Experience with leveraging AI tools and platforms to drive operational efficiencies and improve customer support workflows
• Experience working with international teams and understanding different regional nuances