EMEA Program Lead - Support Escalations

About EMEA Community Operations

Community Operations (CommOps) provides premier support to all Uber business lines and propositions (Mobility verticals like Rides, Hailables; Delivery verticals like Eats and Grocery, and specific propositions like Uber for Business) and cover a broad range of activities including customer service, platform safety, new partner onboarding, sales, compliance and account management.

In EMEA, we lead these activities in 30+ countries and in 20+ languages, in large scale and highly nuanced market environments and operational complexity. We are extremely proud of being the most geographically diversified team in Uber, and welcome you to be part of our strong, diversified and inclusive team!

About the Role

The EMEA Escalations program encompasses CommOps’ Social Media support, external escalation support and front line (support agent) escalation programs.

As the Escalations Program lead, you will be responsible for driving improvements across the escalations programs to turn around sub-standard support experiences and enable various teams across CommOps and the Uber organization to enhance the customer experience at scale.

This includes developing the strategy and roadmap for escalations and building strong foundations and performance management structures to ensure consistent high performance of escalations support across the vast support operations network.

What You'll Do

• Set the strategy and roadmap to enhance the efficacy of the escalations programs
• Define and monitor key support metrics for the individual programs and establish sustainable performance management structures
• Drive centralisation and harmonization of dispersed processes and operations
• Hands-on handling and  mitigation of high severity escalations and crisis management
• Create structures to provide business stakeholders with actionable insights and opportunities
• Lead and develop a team of four program specialists responsible for the day-to-day program management
• Collaborate with 4 in house support sites and multiple BPO’s handling Social Media and Escalation support.

What You'll Need

• 5+ years of experience in program management, customer experience, crisis management or operations with cross-functional teams
• Strong and structured communication skills, with exceptionally strong stakeholder management skills and ability to influence
• Highly organized with strong project and program management skills
• Data-driven mentality and strong business judgment. Able to analyze the data, pull key insights, and tell a compelling story
• Experience with large scale (support) operations and geographies
• Proven track record leading high performance teams of specialized individual contributors
• Positive demeanour and resilience, with the ability to keep calm in times of crisis

Bonus Points If

• Experience in social media or crisis management
• Experience leading geographically dispersed teams

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.