Skip to main content
Uber CareersUber Careers

Escalations Program Manager

Community Operations
in Bogota, Colombia

About the Role

As the Escalations Program Manager you will create analysis that drive decisions related to our Emergencies and Safety programs for our Users.

For this role you should have excellent project management, analytical skills and the ability to clearly communicate and present information for stakeholders at all levels of the business.

What You'll Do

  • Process mapping and efficiency improvement proposals
  • Create business cases to evaluate the benefit of new projects
  • Own data analysis and visualization, and communicate the insights to stakeholders
  • Coordinate with other members of the Community Operations Team to measure the impact and efficiency of Critical Advanced Support business processes
  • Review, calibrate and iterate support process for emergencies and fraud lines of business
  • Analyze and develop areas of improvement for the support policies in the area

What You'll Need

  • Bachelor's Degree
  • Minimum 5 years of project management or consulting related experience
  • Experience presenting data visually
  • Exceptional Excel / data management skills
  • Effective Communication written and oral
  • Advanced English required

About the Team

Latin America Community Operations is part of the Global Community Operations organization which provides premier customer support to riders and driver partners. Managing customer service for our region involves global coordination of service resources in Latin America and beyond. The Critical and Advanced Support team (CAST) is a program portfolio of support programs that are the most operationally complex and represent the most critical interaction points between Uber and our customers.

The CAST team is a core part of the Latam CommOps organization. The CAST mission is to ensure that these issues are handled correctly every time, while attending to the need to scale with business growth. CAST programs include: Incident Response (IRT), fraud support, and other critical touch points. This position is related to the Incident Response Team specifically.

GPTW_small_(2)RankingPar

At Uber, we ignite opportunity by setting the world in motion. We take on big problems to help drivers, riders, delivery partners, and eaters get moving in more than 600 cities around the world.

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.