Program Lead - Global Escalations, Insights & Improvements - Delivery

Program Lead - Global Escalations, Insights & Improvements - Delivery Department: Community Operations Team: Strategy & Program Operations Location: Chicago, United States Type: Full-Time **About the Role** The Global Escalations - Insights & Improvements team within Community Operations is focused on **translating escalated support interactions into actionable insights**. This work is critical to enhancing the customer experience, ensuring robust escalation support readiness, and driving continuous operational excellence. As a Program Lead, you’ll play a **key role on our Global team to ensure that insights, learnings, and pain points identified through our escalation programs are surfaced to (and actioned by) the right owners** (e.g., Delivery Customer Experience Programs, Vendor Management, QA, etc.). In this role, you’ll become an **expert in our Delivery customers’ top pain points** (product, policy, content/support logic, etc), build the strategy for a new escalations insights program, implement and iterate on your strategy, and drive continuous improvement on these processes/programs. The ability to influence and effect change is key to this role, considering the decision-maker is often an upstream team (e.g., Program). 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** 1. Conduct deep-dive root cause analysis on complex issues and present executive-level reporting to influence strategic direction 2. Develop structural foundations (i.e., escalation taxonomy / categorization, stakeholder engagement model, insights process/deliverables, insights repository, reporting, e