About the Role and TeamThe Executive Premier Support Office (EPSO) is a newly established team within Uber's Global Escalations organization, focused on delivering high-priority support to Uber's most critical stakeholders. This includes high-impact teams (safety, fraud, comms, social media), high-vis partners such as the Executive Leadership Team (ELT), and other critical teams & leaders.
We're looking for a Global Program Manager to join this specialized team and assist in the management of time-sensitive and high-priority escalations. In this role, you will contribute to the full case lifecycle-from internal intake to external customer outreach to issue resolution and executive follow-up. You'll work closely with cross-functional partners to drive fast, accurate solutions and help maintain a high bar for customer experience.
As part of a global team, you will collaborate with stakeholders across multiple regions, particularly in US&C, EMEA, and APAC. This role requires strong attention to detail, excellent communication skills, and the ability to drive solutions for complex, high-stakes issues with discretion and clarity. You'll represent the voice of the customer and ensure every escalation receives the urgency and professionalism it demands.
What You'll Do - Participate in a global on-call rotation to provide support outside standard business hours-including nights, weekends, and holidays.
- Assist in the management of high-priority escalations from intake through resolution, providing support for Uber's most critical customers and internal stakeholders.
- Contribute to the case management process for EPSO, ensuring timely, high-quality outcomes and proactive communication across internal audiences.
- Skillfully communicate with diverse external audiences across platforms including phone, email, and chat.
- Support program and regional teams in aligning internal communications and root cause narratives with broader strategic objectives.
- Assist in the review and editing of resolution summaries to ensure they meet standards for clarity, accuracy, and tone-especially for ELT visibility.
- Contribute to operational continuity by supporting the review of actions taken by the EPSO team across all global shifts (24/7).
- Serve as a point of contact for internal inquiries during active escalations, helping to coordinate across functions and ensuring the swift engagement of the right teams.
- Collaborate cross-functionally with Customer Advocacy & Solutions, Engineering, Product, Legal, and Communications to help drive fast and effective resolution of complex, sensitive issues.
- Assist in the drafting and editing of post-resolution documentation, including executive-ready summaries and actionable next steps.
- Support team communications and recognition initiatives that help build the brand and internal identity of the EPSO team.
- Observe and report recurring themes and operational gaps, sharing insights to inform process improvements that increase efficiency and consistency across the team.
- Manage a team of support agents, taking ownership of their professional growth and operational success by establishing clear expectations and providing personalized coaching.
Basic Qualifications - 3+ years experience of operations, investment banking / consulting / business intelligence / strategy or related experience.
- 2+ years in coaching, developing, and leading a team
- Excel proficiency (modeling, data visualization) and/or working knowledge in applying SQL, Python, R, Stata or similar statistical language.
Preferred Qualifications - Bachelor's degree in Business, Communications, Operations, or a related discipline.
- Experience collaborating with cross-functional teams across multiple time zones.
- Familiarity with customer relationship management (CRM) software or other customer support tools.
- Previous experience with on-call rotations or incident response in operational settings.
- Experience with sensitive and critical customer care escalations.
- High-growth operations or startup experience is strongly preferred.
- Strong business acumen, with experience evaluating a line of business holistically and understanding how to drive growth, both short and long-term
- Excellent presentation and communication skills, with experience managing cross functional partnerships and relationships.
- Data-Driven Mentality: Make strategic decisions based on data analysis and interpretation. Experience getting in the weeds of data, balanced with the ability to see the big picture.
- Communication: Demonstrated experience interpreting and presenting data to various audiences in an engaging and comprehensive, yet succinct manner
- Teamwork: Demonstrate optimism, respect others, and work well in a team. Ability to work with people from a diverse set of backgrounds and responsibilities. Maintains healthy working relationships, even in disagreement.
- Executional Excellence: Ability to optimally manage and prioritize complex operations that require the support of peers and other teams, and deliver results in a fast-paced and ambiguous environment, while maintaining high-quality work standards.
- Planning & Organization: Ability to plan complex or multi-faceted projects with cross-functional teams, defining timelines, deliverables, interdependencies, and resource allocation.
For San Francisco, CA-based roles: The base salary range for this role is USD $106,000 per year - USD $118,000 per year.
You will be eligible to participate in Uber's bonus program, and may be offered an equity award & other types of comp. All full-time employees are eligible to participate in a 401(k) plan. You will also be eligible for various benefits.
Ready to Ride? This isn't the kind of place where you follow a playbook - it's where you help write one. If you're driven by impact, energized by challenge, and ready to shape how the world moves - we'd love to hear from you.
You may be eligible for bonuses, equity, and other compensation, as well as a range of benefits. Explore our benefits.
Offices remain key to collaboration and Uber's culture. Unless approved for full remote work, employees must spend at least 50% of their time in-office. Some roles, like those at greenlight hubs, require full-time in-office presence. Ask your Recruiter for details about this role's requirements.
Uber is proud to be an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know by completing this form.
