Sr. Program Manager, Internal Escalations

Sr. Program Manager, Internal Escalations Department: Community Operations Team: Strategy & Program Operations Location: Chicago, United States Type: Full-Time **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** - 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, lea