Senior Program Manager, Global Executive Community Relations

About the Role

The Global ECR (Executive Community Relations) team provides white-glove support for critical earner / spender escalations across all regions. The ECR team's goal is to enhance Uber's brand and reputation by building loyalty through exceptional customer service, from resolving simple issues quickly to repairing broken relationships for our most dedicated consumers and earners. The team identifies root cause issues and systemic problems requiring collaboration with escalation program teams, engineering, risk, safety, etc. to solve.

As the Global ECR Senior Program Manager, you will be pivotal in shaping and maturing the ECR program across all regions. You will work with regional ECR program managers in APAC, EMEA, LATAM, and US&C, as well as other stakeholders across the world to elevate the ECR program's globalization efforts. You'll lead efforts to standardize processes, drive operational efficiencies, and enhance the overall quality of the global program. Your work will directly impact our ability to deliver a consistent, high-quality experience to some of our most important customers, everywhere they use our platform.

1. Create and manage a strategic project roadmap aimed at globalizing ECR processes, including standardization of support workflows, policies, and best practices.
2. Collaborate with regional ECR program managers and cross-functional partners to identify opportunities for efficiency and process improvement, ensuring a consistent and high-quality experience for high-tier customers globally.
3. Act as a subject matter expert on global ECR operations, providing guidance to regional teams and senior leadership on program strategy and execution.
4. Develop and maintain comprehensive program documentation, including process guides, policies, and training materials, to ensure alignment across all regions.
5. Analyze key performance indicators (KPIs) and operational metrics to identify trends, measure the success of global initiatives, and propose data-driven solutions.
6. Manage complex, multi-regional escalations, acting as a liaison between regional teams to ensure swift, consistent, and effective resolution.
7. Build and maintain strong relationships with key stakeholders, including regional operations, legal, communications, and executive leadership, to ensure program goals are aligned with broader business objectives.
8. Serve as the primary owner for tooling and systems, including managing Jira maintenance and optimization, permission controls, and other tooling requests.

1. At least 5 years of experience in program management, operations, or a related field within a fast-paced, global environment

1. Bachelor's degree
2. Proven ability to manage multiple complex projects simultaneously, from conception to completion
3. Exceptional written and verbal communication skills, with the ability to influence and build consensus with diverse global teams and senior stakeholders
4. Demonstrated experience in process improvement and operational efficiency
5. Strategic problem-solving skills and the ability to synthesize information quickly to make critical decisions
6. A "roll up your sleeves" attitude and an affinity for hands-on problem solving
7. Experience in a customer support or customer success
8. Demonstrated ability to balance long-term strategic priorities with short-term operational needs
9. Experience with data analysis and using data to drive operational decisions
10. Comfortable working with and learning multiple systems, such as Jira, Tableau, Salesforce, and Google Suite
11. Experience with leveraging AI tools and platforms to drive operational efficiencies and improve customer support workflows
12. Experience working with international teams and understanding different regional nuances