Sr. Program Manager, Internal Escalations

About the Role

The Global Escalations - Internal Escalations team within Community Operations exists to own & resolve complex Uber Support issues. Where customer effort is highest, we step in to solve both today and tomorrow’s issues.

The team is looking for a Program Manager to help identify & lead initiatives that advance the future strategy of Escalations support for Uber. This person will be accountable for defining, scoping, and leading high impact initiatives which improve how we support the most complex issues for Uber customers globally. They will lead the incubation of new programs, accountable for building frameworks for net new programs that elevate escalations support.

Escalations span across Uber’s lines of businesses and support channels. This role will give you the opportunity to drive large-scale impact and work with a wide range of stakeholders and systems. You will leverage project management methodologies to manage multiple workstreams, lead org-wide integrations, and become an expert on escalations operations and foundations.

This role is for a structured strategic thinker who is customer‑obsessed, consistently looks for ways to improve the customer experience, can work cross‑functionally, is comfortable navigating ambiguity, and able to prioritize.

What the Candidate Will Do

• Use Escalations data & stakeholder feedback to identify top areas to address for the improvement & expansion of high quality escalations experiences
• Define and scope projects, with charters that include well‑written problem statements, clear and executable timelines, and quantifiable goals and baseline data
• Define and drive escalations processes that allow for customer intervention at the earliest moment to reduce customer effort and improve customer experience
• Partner with stakeholders across Community Operations, Product, and other relevant partners to deliver high quality performance on net new programs & tech
• Be comfortable with ambiguity, lead through influence, and partner with business teams, Eng, Product, Quality, Field Operations, and Vendor Management, to drive decisions and projects to completion
• Ensure people, processes, and technology work together to deliver outstanding customer experiences and rebuild trust with our customers
• Own metrics and communicate key program outcomes and insights to key stakeholders and leadership

Basic Qualifications

• 3-7 years of prior work experience in program management or a related field (e.g., consulting, operations, etc.)
• Ability to derive insights from data and use data to inform decisions
• Bachelor’s degree required

Preferred Qualifications

• Experience building efficient processes that scale across a large organization and drive customer experience and operational process improvements
• Experience leading multiple cross‑functional initiatives
• Experience in leading a group of stakeholders, managing multiple opinions to drive towards common goals and deliverables
• Track record of balancing analytical strategic thinking with quick decision‑making, change management, and timely execution
• Advanced Excel/data analysis skills, data‑driven mentality, and strong business judgment
• Track record of building and continuously improving processes and programs supporting multiple stakeholders with often conflicting priorities
• Exceptional written, verbal, and visual (compelling charts, slides) communication skills
• Experience working with ambiguity in a fast‑paced environment
• Experience in the service industry, customer support, or in a high‑volume and extremely fast‑paced environment

For Chicago, IL-based roles: The base salary range for this role is USD$118,000 per year - USD$131,000 per year.

For New York, NY-based roles: The base salary range for this role is USD$131,000 per year - USD$145,500 per year.

For Phoenix, AZ-based roles: The base salary range for this role is USD$105,000 per year - USD$116,500 per year.

For San Francisco, CA-based roles: The base salary range for this role is USD$131,000 per year - USD$145,500 per year.

For all US locations, 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. More details can be found at the following link

Uber's mission is to reimagine the way the world moves for the better. Here, bold ideas create real‑world impact, challenges drive growth, and speed fuels progress. What moves us, moves the world - let's move it forward, together.

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.

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.