Senior Program Leader, Global High-Risk Escalations
Key Skills for This Role
Full Job Posting
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
Responsibilities
- 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
About Uber
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