Program Lead - Global Escalations, Insights & Improvements - Delivery

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, etc.) for escalation insights and actioning programs
3. Ensure people, processes, and technology work together to deliver outstanding customer experiences and rebuild trust with our customers
4. Define and scope projects with charters that include well-written problem statements, clear and executable timelines, and quantifiable goals and baseline data
5. Be comfortable with ambiguity, lead through influence, and partner with business teams, Eng, Product, Quality, Field Operations, and Vendor Management, to drive decisions and projects to completion
6. Drive continuous improvement in existing escalations programs and processes. Adjust the programs to meet the changing needs of the business
7. Own metrics and communicate key program outcomes and insights to key stakeholders and leadership

1. 5+ years of prior work experience in program management or a related field (e.g., consulting, operations, customer support, etc.)
2. Ability to drive consensus and actionable results across highly cross-functional teams
3. Ability to derive insights from data and use data to inform decisions
4. Ability to systematically conduct root cause analysis
5. Strong stakeholder management and communication skills
6. Bachelor's Degree required

1. Experience building efficient processes that scale across a large organization and drive customer experience and operational process improvements
2. Track record of balancing analytical strategic thinking with quick decision-making, change management, and timely execution of actionable insights
3. Advanced technical ability - Excel/data analysis skills, data-driven mentality, and strong business judgment, SQL/querybuilding ability
4. Track record of building and continuously improving processes and programs supporting multiple stakeholders with often conflicting priorities
5. Exceptional written, verbal, and visual (compelling charts, slides) communication an storytelling skills.
6. Experience working with ambiguity in a fast-paced environment
7. Experience in the service industry, customer support, or in a high-volume and extremely fast-paced environment
8. PMP, Six Sigma, Agile or comparable certification
9. Generative AI (GenAI) expertise to leverage it for scaled insights (e.g., deriving insights from high volumes of customer support tickets).