Program Manager • Senior

Who you are

You have a structured strategic mindset with a strong focus on customer experience — you thrive in environments where you can drive large-scale impact and improve processes. With a background in project management, you are comfortable navigating ambiguity and prioritizing tasks effectively. You possess excellent collaboration skills, enabling you to work cross-functionally with various stakeholders and systems. Your experience in managing escalation programs equips you with the knowledge to develop and implement effective strategies for customer support.

You are detail-oriented and have a knack for building holistic infrastructures that enhance support experiences — your ability to analyze existing processes and identify areas for improvement is key to your success. You understand the importance of governance initiatives and are accountable for maintaining operational standards across global escalations. Your customer obsession drives you to consistently seek ways to enhance the customer experience.

What you'll do

As a Senior Program Manager, you will lead the strategy for new escalations programs and oversee the implementation of regional initiatives. You will manage multiple workstreams, ensuring that all escalation programs are effectively supported and that agents are empowered to resolve issues efficiently. Your role will involve developing structural foundations for escalation pathways and agent profiles, ensuring that all processes are scalable and effective across Uber’s various lines of business.

You will be responsible for facilitating internal meetings and coordinating product launches, ensuring that all stakeholders are aligned and informed. Your expertise in escalations operations will be crucial as you drive continuous improvement on existing processes and programs. You will leverage project management methodologies to ensure that all initiatives are executed smoothly and that the customer experience is consistently enhanced.

What we offer

Uber offers a collaborative work environment where you can make a significant impact on customer support experiences. You will have the opportunity to work with a diverse team and contribute to initiatives that span across the globe. We encourage you to apply even if your experience doesn't match every requirement, as we value diverse perspectives and backgrounds. Join us in our mission to improve the customer experience and drive operational excellence.