Program Manager • Lead

Who you are

You have a strong background in program management, with experience in translating complex data into actionable insights that enhance customer experiences. You are a structured strategic thinker who is customer-obsessed, consistently looking for ways to improve processes and drive operational excellence. Your ability to influence and effect change is key, as you will often work with upstream teams to implement your strategies. You thrive in collaborative environments and are skilled at managing multiple workstreams across various stakeholders.

You understand the importance of robust escalation support and have a keen eye for identifying pain points within customer interactions. Your expertise allows you to build effective strategies for escalation insights programs, ensuring that learnings are surfaced to the right teams for action. You are adept at leveraging project management methodologies to drive continuous improvement and operational excellence.

What you'll do

In this role, you will lead the Global Escalations - Insights & Improvements team, focusing on enhancing the customer experience through actionable insights derived from escalated support interactions. You will be responsible for building and implementing strategies for new escalation insights programs, ensuring that insights and pain points are effectively communicated to relevant stakeholders. Your role will involve collaborating with various teams, including Mobility Customer Experience Programs and Vendor Management, to drive improvements based on the insights gathered.

You will manage multiple workstreams, leading org-wide integrations and becoming an expert in escalations operations. Your work will have a large-scale impact on Uber's operations, as you will be instrumental in ensuring that customer pain points are addressed and that the escalation processes are continuously improved. You will also play a key role in fostering a culture of collaboration and operational excellence within the team.

What we offer

Uber offers a dynamic work environment where you can make a significant impact on customer experience and operational processes. You will have the opportunity to work with a diverse team of professionals who are dedicated to enhancing the customer journey. The role provides a chance to develop your skills in program management and strategic thinking while collaborating with various stakeholders across the organization. We encourage you to apply even if your experience doesn't match every requirement, as we value diverse perspectives and backgrounds.