What are the responsibilities and job description for the Sr. Program Manager, Internal Escalations position at Uber?
About The Role
The Global Escalations - Internal Escalations team within Community Operations exists to own & resolve complex Uber Support issues. Where customer effort is highest, we step in to solve both today and tomorrow's issues.
The team is looking for a Program Manager to help identify & lead initiatives that advance the future strategy of Escalations support for Uber. This person will be accountable for defining, scoping, and leading high impact initiatives which improve how we support the most complex issues for Uber customers globally. They will lead the incubation of new programs, accountable for building frameworks for net new programs that elevate escalations support.
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
The Global Escalations - Internal Escalations team within Community Operations exists to own & resolve complex Uber Support issues. Where customer effort is highest, we step in to solve both today and tomorrow's issues.
The team is looking for a Program Manager to help identify & lead initiatives that advance the future strategy of Escalations support for Uber. This person will be accountable for defining, scoping, and leading high impact initiatives which improve how we support the most complex issues for Uber customers globally. They will lead the incubation of new programs, accountable for building frameworks for net new programs that elevate escalations support.
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
- Use Escalations data & stakeholder feedback to identify top areas to address for the improvement & expansion of high quality escalations experiences
- Define and scope projects, with charters that include well-written problem statements, clear and executable timelines, and quantifiable goals and baseline data
- Define and drive escalations processes that allow for customer intervention at the earliest moment to reduce customer effort and improve customer experience
- Partner with stakeholders across Community Operations, Product, and other relevant partners to deliver high quality performance on net new programs & tech
- 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
- Ensure people, processes, and technology work together to deliver outstanding customer experiences and rebuild trust with our customers
- Own metrics and communicate key program outcomes and insights to key stakeholders and leadership
- 3-7 years of prior 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 required
- Experience building efficient processes that scale across a large organization and drive customer experience and operational process improvements
- Experience leading multiple cross-functional initiatives
- Experience in leading a group of stakeholders, managing multiple opinions to drive towards common goals and deliverables
- 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
- 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
Salary : $105,000 - $145,500