Senior Program Leader, Global High-Risk Escalations

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.

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

This isn't the kind of place where you follow a playbook — it's where you help write one. If you're driven by impact, energized by challenge, and ready to shape how the world moves — we'd love to hear from you.

You may be eligible for bonuses, equity, and other compensation, as well as a range of benefits. Explore our benefits.

Offices remain key to collaboration and Uber's culture. Unless approved for full remote work, employees must spend at least 50% of their time in-office. Some roles, like those at greenlight hubs, require full-time in-office presence. Ask your Recruiter for details about this role's requirements.

Uber is proud to be an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know by completing this form.