Program Specialist IV - Escalations (C360 Program)

About the Role The Escalations Program Specialist will play a pivotal role in managing and optimizing escalation programs across EMEA. This role focuses on driving operational excellence and enhancing the overall customer experience through effective stakeholder management, strategic problem-solving, and proactive risk mitigation. With strong communication and organizational skills, you will work cross-functionally to minimize business risks, improve customer satisfaction, and build trusted stakeholder relationships, ensuring a seamless and efficient escalation process that enhances both operational and customer support outcomes.

What You Will Do

• Oversee and manage escalation programs across EMEA, ensuring smooth operations, timely issue resolution, and alignment with business priorities, while always prioritizing customer satisfaction and experience.
• Collaborate closely with Field Operations teams to enable them to provide best-in-class escalation support, improving processes, offering clear guidance, and ensuring readiness to meet customer expectations.
• Act as the key point of contact for stakeholders, providing clear updates, facilitating alignment, and ensuring an exceptional customer and stakeholder experience during escalations.
• Partner with global counterparts to represent EMEA’s needs, advocate for regional priorities, and align on best practices that ensure consistency and enhance customer support across regions.
• Leverage data and insights to monitor program performance, identify trends related to customer issues, and recommend strategies for optimization and improved efficiency in resolving customer concerns.
• Develop and maintain detailed documentation, including tracking escalations, progress, and outcomes, while driving accountability across teams to ensure swift and customer-focused resolutions.

What You Will Need

• 4+ years of experience in program management, operations, or a similar role, preferably in a fast-paced, cross-functional environment with a focus on customer support or customer experience.
• Exceptional Communication and Stakeholder Management: Strong ability to communicate effectively with diverse stakeholders at various organizational levels. Experience in building trust, aligning priorities, and managing stakeholder expectations to ensure seamless program execution with a strong emphasis on customer experience.
• Strategic Program Management Expertise: Proven experience managing complex programs with a focus on operational excellence, customer satisfaction, risk mitigation, and scalability. Demonstrated ability to drive process improvements that enhance the customer support journey and streamline workflows.
• Data-Driven Problem Solving: Expertise in analyzing data to identify trends, derive insights, and make strategic decisions that minimize risks and improve customer experiences. Proficiency with tools such as Excel, project management platforms (e.g., Jira, Asana, or similar), Tableau, or other analytics platforms to drive actionable outcomes.
• Customer-Centric Mindset with Risk Mitigation Skills: Demonstrated ability to balance business objectives with a strong focus on enhancing the customer and stakeholder experience. Proactive approach to identifying potential risks and implementing strategies to mitigate them while ensuring operational efficiency and maintaining a high level of customer support.

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.