Sr. Program Leader, Community Operations

**About the Role**

The Internal Escalations leader is part of the Global Escalations organization which provides elevated support across all channels (phone, chat, automation, AI) and lines of business. The Internal Escalations leader is responsible for ensuring critical issues surfacing within our support network are identified, mitigated and resolved. Delivering this caliber of support isn't easy - it takes a leader who is highly motivated and can understand Uber's operations, adapt to our constantly changing business and help solve problems where no solution currently exists.This role gives you the opportunity to drive large-scale impact and work with a wide range of stakeholders. You will leverage project management methodologies to manage a portfolio of projects through the entire lifecycle, lead cross-functional collaboration, and be an expert on escalation frameworks, process and operations, establishing new ways of working to efficiently mitigate and resolve critical, escalated support issues. You will also lead a small team of direct reports, focusing on coaching and developing core program management competencies and skills.

This role is for a structured thinker who is customer obsessed, can work cross-functionally, is comfortable navigating ambiguity, and able to create and execute a roadmap for success.
- Lead development of the vision and support strategy to effectively mitigate and resolve internal escalations across channels, policies and support operations
- Ensure people, processes, and technology work together to deliver effective customer resolution for escalated issues while rebuilding trust with our customers
- Partner with cross-functional teams to influence key metrics and continuously improve the end to end support experience
- Be comfortable with ambiguity, lead through influence, and partner with CommOps teams and business stakeholders to drive decisions and projects to completion
- Represent the team's work with global, regional, and cross-functional stakeholders while managing expectations of senior leadership
- Facilitate planning, including headcount plans, support product & tech roadmaps, and critical decision & enablement timelines
- Build and develop talent and a positive team culture to create a high-performing team

**Basic Qualifications**
- 8+ years of prior work experience in strategy, planning, operations, program management or consulting
- Experience leading multiple cross-functional initiatives & working with Global programs
- Ability to drive consensus and actionable results across highly cross-functional teams
- Ability to derive insights from data and use data to inform decisions
- Bachelor's Degree or equivalent experience
- 5 years of experience leading a team

**Preferred Qualifications**
- Experience in planning, setting metrics, and roadmap development
- 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
- Data-driven mentality and strong business judgment. Able to analyze the data, pull key insights, and tell a compelling story
- 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 service-industry or customer support, especially in outage management and/or crisis management scenariosPMP, Six Sigma, Agile or comparable certification