About the Role
The Escalation Programs team sits within EMEA CommOps SIRPE organization and is responsible for ensuring that complex, high-impact issues are surfaced and resolved effectively. These programs function as strategic feedback loops between support operations and upstream teams - including Product, Policy, and Engineering. The C360 Escalation Program, in particular, captures issues raised by internal support agents - the closest voice to our customers - and transforms them into systemic fixes that improve experiences for both agents and end-users. This program is a critical part of our VOC (Voice of Customer) framework and contributes directly to reducing defects, simplifying support journeys, and informing global product and policy decisions.
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What You Will Do
- Analyze support escalations data to identify root causes and trends impacting customer experience, and collaborate with relevant teams to implement solutions.
- Lead cross-functional initiatives to drive defect reduction and process improvements across Product, Policy, and Support functions.
- Develop and present clear reports and insights to senior stakeholders and global partners to inform strategic decision-making.
- Manage ongoing communication and alignment with multiple teams to ensure timely resolution of high-priority customer issues.
- Improve support case resolution rates by identifying bottlenecks and working with teams to optimize workflows and resources.
- Support the creation and maintenance of escalation handling frameworks and best practices to improve operational effectiveness.
What You Will Need
- At least 3+ years of Customer Support related Program Leadership experience is required!
- Advanced analytical and problem-solving skills with a proven track record of driving root cause analysis and systemic improvements using complex support and escalation data.
- Demonstrated ability to lead cross-functional collaboration and influence senior stakeholders across Product, Policy, Operations, and Support teams to resolve high-impact customer issues.
- Excellent communication and storytelling skills, capable of presenting complex insights clearly and persuasively to diverse audiences including leadership and global partners.
- Experience with advanced data analysis tools and techniques (e.g., SQL, Excel, BI platforms) to extract actionable insights from large and complex datasets.
- Background in customer experience, support operations, or escalation management within a fast-paced tech or consumer-facing environment.
- Proven success in driving process improvements and defect reduction initiatives that have significantly enhanced customer satisfaction or operational efficiency.
- Strong project management skills with experience coordinating cross-functional teams and managing multiple priorities to deliver impactful results.
We welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently. If you have the curiosity, passion, and collaborative spirit, work with us, and let's move the world forward, together.
Offices continue to be central to collaboration and Uber's cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role.
*Accommodations may be available based on religious and/or medical conditions, or as required by applicable law. To request an accommodation, please reach out to accommodations@uber.com.