Program Specialist IV - Global ECR

Program Specialist IV - Global ECR Department: Community Operations Team: Support Operations Location: Chicago, United States Type: Full-Time **About the Role** The Global High-Risk Escalations team oversees Uber’s customer support processes stemming from social media interactions and other internally-surfaced escalations. We’re looking for a Program Specialist to help drive continuous improvement in our Global ECR (Executive Community Relations) program. As the ECR program adopts a global-first approach, supporting high-tier earner / spender escalations for all regions is a critical task requiring a dedicated support specialist that can solve and coordinate resolutions globally. This role will work with the Global ECR Program Lead to help bridge the gap between customer support and program management. This position plays an important role to ensure critical cases for some of Uber’s most high-profile support programs are resolved swiftly and consistently across regions while also balancing a weekly project workload. Global High-Risk Escalations Program Specialists are detail-oriented, skillful written and verbal communicators, and have exceptional time-management skills to balance long-term priorities alongside short-term needs. Stakeholder management is also a critically important skill as Program Specialists will work with regional leaders to implement global, operational updates to keep the programs running efficiently. **What You Will Do** - Own and manage end-to-end case resolution and communication for cases that stretch across multiple mega-regions (e.g. case escalated in US but incident occurred in Mexico) - Provide unparalleled customer support experiences and resolutions for Uber employees, executive leadership, and key community influencers - Own support processes that are highly complex, urgent, and sensitive - Mitigate legal and media risk by providing seamless support for users whose experiences could impact Uber’s public narrative - Send timely status updates, case reports, and process-improvement proposals to internal stakeholders - Build trust and maintain strong relationships with k