Sr Program Manager, Global Escalations

Sr Program Manager, Global Escalations 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 building holistic infrastructure to escalate poor support experiences and make it right by all Uber customers. As a Sr Program Manager, you will build the strategy for new escalations programs, implement and iterate on your strategy, and drive continuous improvement on existing processes and programs. You will own the implementation of regional initiatives as well as scaling processes and programs globally. 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** - Manage escalation agent tooling, empowerment, and permissioning for all escalation programs and agent populations - Accountable for Global Escalations operations / governance initiatives and responsibilities (e.g., resource maintenance, GE-internal meeting facilitation, coordinated product launches and escalation agent support readiness, etc.) - Develop structural foundations (i.e. escalation pathways, agent profile, footprint, incentives, empowerment, reporting, etc.) for escalations programs - Define and drive escalations processes that allow for customer intervention at the earliest moment to reduce customer effort and improve customer experience - Ensure people, processes, and technology work together to deliver outstanding customer experiences and rebuild trust with our customers - Define and scope projects with