Uber · 2 hours ago
Sr Program Manager, Global Escalations
San Francisco, CA
Full-time
Onsite
Mid, Senior Level
$118K/yr - $131K/yr
4+ years expUber is a leading technology company focused on improving customer experiences through innovative solutions. As a Sr Program Manager, you will build strategies for escalations programs and drive continuous improvement across various processes, working with multiple stakeholders to enhance customer satisfaction.
TransportationSoftwareAppsLogisticsMobile AppsRide Sharing
Responsibilities
Manage escalation agent tooling, empowerment, and permissioning for all escalation programs and agent populations
Accountable for Global Escalations operations / governance initiatives and responsibilities (e.g., resource maintenance, GE-internal meeting facilitation, coordinated product launches and escalation agent support readiness, etc.)
Develop structural foundations (i.e. escalation pathways, agent profile, footprint, incentives, empowerment, reporting, etc.) for escalations programs
Define and drive escalations processes that allow for customer intervention at the earliest moment to reduce customer effort and improve customer experience
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
4+ years of 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
Preferred
Experience building efficient processes that scale across a large organization and drive customer experience and operational process improvements
Experience leading multiple cross-functional initiatives
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
Ability to synthesize information quickly, highlight the key takeaways, and disseminate actionable insights
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
PMP, Six Sigma, Agile or comparable certification
Benefits
Participate in Uber's bonus program
May be offered an equity award & other types of comp
Eligible to participate in a 401(k) plan
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
Benzinga.com
2026-02-13
2026-02-13
2026-02-13
Company data provided by crunchbase