Uber · 13 hours ago
Program Lead - Global Escalations, Insights & Improvements - Mobility
San Francisco, CA
Full-time
Onsite
Senior Level
$146K/yr - $162K/yr
5+ years expUber is a leading technology company focused on enhancing the customer experience through its Global Escalations - Insights & Improvements team. The Program Lead will be responsible for translating escalated support interactions into actionable insights, driving continuous improvement in processes, and managing multiple workstreams across various stakeholders.
LogisticsMobile AppsRide SharingSoftwareTransportation
Responsibilities
Conduct deep-dive root cause analysis on complex issues and present executive-level reporting to influence strategic direction
Develop structural foundations (i.e., escalation taxonomy / categorization, stakeholder engagement model, insights process/deliverables, insights repository, reporting, etc.) for escalation insights and actioning programs
Ensure people, processes, and technology work together to deliver outstanding customer experiences and rebuild trust with our customers
Define and scope projects with charters that include well-written problem statements, clear and executable timelines, and quantifiable goals and baseline data
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
Drive continuous improvement in existing escalations programs and processes. Adjust the programs to meet the changing needs of the business
Own metrics and communicate key program outcomes and insights to key stakeholders and leadership
Qualification
Required
5+ years of prior work experience in program management or a related field (e.g., consulting, operations, customer support, etc.)
Ability to drive consensus and actionable results across highly cross-functional teams
Ability to derive insights from data and use data to inform decisions
Ability to systematically conduct root cause analysis
Strong stakeholder management and communication skills
Bachelor's Degree required
Preferred
Experience building efficient processes that scale across a large organization and drive customer experience and operational process improvements
Track record of balancing analytical strategic thinking with quick decision-making, change management, and timely execution of actionable insights
Advanced technical ability - Excel/data analysis skills, data-driven mentality, and strong business judgment, SQL/querybuilding ability
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 and storytelling 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
PMP, Six Sigma, Agile or comparable certification
Generative AI (GenAI) expertise to leverage it for scaled insights (e.g., deriving insights from high volumes of customer support tickets)
Benefits
Participate in Uber's bonus program
May be offered an equity award & other types of comp
Eligible for various benefits
Company
Uber
Uber develops, markets, and operates a ride-sharing mobile application that allows consumers to submit a trip request.
10001+ employees
H1B Sponsorship
Uber has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (830)
2024 (796)
2023 (684)
2022 (954)
2021 (750)
2020 (638)
Funding
Current Stage
Public CompanyTotal Funding
$35.56BKey Investors
William AckmanPayPalToyota Motor
2025-09-08Post Ipo Debt· $2.25B
2025-05-13Post Ipo Debt· $1B
2025-01-01Post Ipo Equity· $2.3B
Leadership Team
Dara Khosrowshahi
CEO
Prashanth Mahendra -Rajah
Chief Financial Officer
Recent News
2026-01-25
Hindu Business Line
2026-01-24
2026-01-24
Company data provided by crunchbase