Global Escalations Program Manager

Uber; United States; On-site; USD 106,000 - 118,000; Full time

Benefits offered by this job

Bonuses

Equity

Benefits

Job summary

Uber’s Executive Premier Support Office (EPSO) seeks a Global Program Manager to drive high-priority escalations across US&C, EMEA, and APAC. You will manage intake through resolution, coordinate with Engineering, Product, Legal, and Communications, and craft executive-ready summaries for ELT visibility.

The role emphasizes on-call rotation, stakeholder communication, and continuous process improvements in a fast-paced, high-stakes environment.

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.

Responsibilities

• 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.

Skills

Operations experience

Cross-functional collaboration

Coaching / leadership

Data analysis

Education

Bachelor’s degree in Business, Communications, Operations, or related discipline

Tools

Excel

SQL

Python

R

Stata

Job description

Uber’s Executive Premier Support Office (EPSO) seeks a Global Program Manager to drive high-priority escalations across US&C, EMEA, and APAC. You will manage intake through resolution, coordinate with Engineering, Product, Legal, and Communications, and craft executive-ready summaries for ELT visibility.

The role emphasizes on-call rotation, stakeholder communication, and continuous process improvements in a fast-paced, high-stakes environment.