Sr Program Manager, Global Escalations

About The Role

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.

What The Candidate Will Do

• 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
  
  

Basic Qualifications

• 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
  
  

Preferred Qualifications

• 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
  
  

For Chicago, IL-based roles: The base salary range for this role is USD$118,000 per year - USD$131,000 per year. For New York, NY-based roles: The base salary range for this role is USD$131,000 per year - USD$145,500 per year. For Phoenix, AZ-based roles: The base salary range for this role is USD$105,000 per year - USD$116,500 per year. For San Francisco, CA-based roles: The base salary range for this role is USD$131,000 per year - USD$145,500 per year. For all US locations, you will be eligible to participate in Uber's bonus program, and may be offered an equity award & other types of comp. All full-time employees are eligible to participate in a 401(k) plan. You will also be eligible for various benefits. More details can be found at the following link https://jobs.uber.com/en/benefits., For Chicago, IL-based roles: The base salary range for this role is USD$118,000 per year - USD$131,000 per year. For New York, NY-based roles: The base salary range for this role is USD$131,000 per year - USD$145,500 per year. For Phoenix, AZ-based roles: The base salary range for this role is USD$105,000 per year - USD$116,500 per year. For San Francisco, CA-based roles: The base salary range for this role is USD$131,000 per year - USD$145,500 per year. For all US locations, you will be eligible to participate in Uber's bonus program, and may be offered an equity award & other types of comp. All full-time employees are eligible to participate in a 401(k) plan. You will also be eligible for various benefits. More details can be found at the following link https://jobs.uber.com/en/benefits.