Global High‑Risk Escalations Leader (AI‑Driven Crisis & Strategy)

Uber; New York (NY); On-site; USD 203,000 - 225,000; Full time

Benefits offered by this job

Bonus program

Equity

401(k) plan

Benefits

Job summary

Uber is seeking a Senior Program Leader to drive strategy and operations for the Global High‑Risk Escalations team, serving as the crisis point person. You will oversee critical escalations across the Uber network, leveraging AI workflows to reduce root-causes and partnering with Comms, Legal, and Ops to optimize processes.

You will lead a 50+ person global team, balancing urgent incidents with long-term operational improvements while remaining calm under pressure.

Qualifications

• Minimum 6 years of experience in program management, operations, or a related field within a fast-paced, global environment.
• Bachelor’s degree or equivalent experience.

Responsibilities

• Lead a 50+ person team across Uber’s global network ranging from Program Leaders to high-risk agents
• Oversee the management of five critical teams focused on social media escalations and executive escalations
• Create and inspire AI workflows that enable the proper balance of human intervention and technology
• Optimize root cause processes to create a culture of change that prioritizes driving upstream fixes for the business
• Partner across Global and Regional teams to ensure escalations are resolved with the proper balance of global processes and regional policies
• Partner closely with Comms, Legal, Ops, and cross-functional leaders to continuously optimize processes and manage escalations
• Coordinate critical escalations and large-scale crises by leading your team, peers, and leadership
• Readily available during weekends and nights for escalations and crises

Skills

Program management

Operations

Communication

Crisis management

Data analysis

AI workflows

Strategic thinking

Communication skills

Education

Bachelor's degree

Tools

Jira

Tableau

Salesforce

Google Suite

Job description

Uber is seeking a Senior Program Leader to drive strategy and operations for the Global High‑Risk Escalations team, serving as the crisis point person. You will oversee critical escalations across the Uber network, leveraging AI workflows to reduce root-causes and partnering with Comms, Legal, and Ops to optimize processes.

You will lead a 50+ person global team, balancing urgent incidents with long-term operational improvements while remaining calm under pressure.