Program Specialist IV

Program Specialist IV Department: Community Operations Team: Support Operations Location: Sydney, Australia 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 an APAC Program Specialist to help drive continuous improvement in our APAC SORT & ECR Programs. The SORT program focuses on social media support across select platforms, and the ECR program focuses on critical escalations from ELT, VIP, partner teams, etc. You will play an integral role in ensuring the operations of the LOB run smoothly, efficiently and are continuously being improved. You will directly influence the customer experience and be responsible for creating and improving processes for safety & non-safety issues. 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. **Your Impact in Role:** 1. Identify and improve customer issues swiftly and accurately while working to improve the existing customer experience through research and insights focused on ECR & SoRT teams 2. Own reporting for the ECR, SORT LOBs you are supporting through deep dives and insight generation working closely with support Team Leads and Vendor Managers. 3. Look into data on a WoW basis to check for trends and help in improving the support we provide for our riders and driver partners. 4. Own support processes that are highly complex, urgent, and sensitive 5. Mitigate legal and media risk by providing seamless support for users whose experiences could impact Uber’s public narrative 6. Send timely status updates, case reports, and process-improvement proposals to internal stakeholders 7. Build trust and maintain strong relationsh