About the Role
The Internal Escalations manager 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 that critical issues that surface within our support network are identified, mitigated, and resolved. Delivering this caliber of support isn’t easy—it takes a highly motivated leader who can understand Uber’s operations, adapt to our constantly changing business, and help solve problems where no solution currently exists.
Crucially, this leader possesses a true ownership mindset over the entire customer and agent journey. You don't just look at the problem through the lens of Field Operations; you own the end-to-end ecosystem, tracking how an escalation originates, how it flows through our technical systems, and how it impacts the broader user experience.
This role allows you 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, processes, 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 deeply customer-obsessed, can work cross-functionally, is comfortable navigating ambiguity, and is able to create and execute a strategic roadmap for success. Having a product mindset is key to building out the technical roadmap for agent escalation on a global scale, allowing you to architect solutions that bridge operational execution with product and technology improvements.
What the Candidate Will Need / Bonus Points
---- What the Candidate Will Do ----
- Strategic Vision & Escalation Mitigation: Lead the development of a comprehensive vision and support strategy to effectively mitigate, manage, and resolve complex internal escalations across multiple channels, policies, and support operations.
- Frictionless CX & Trust Restoration: Partner closely with the Customer Experience (CX) team to identify, isolate, and eliminate frustrating, high-friction customer touchpoints ("cringe-worthy experiences"), ensuring our people, processes, and technology work seamlessly to restore customer trust.
- Vendor Empowerment & Knowledge Architecture: Empower our global Vendor Partners to autonomously resolve highly complex, ambiguous cases by designing robust support content, logic-based workflows, and training frameworks where automated logic does not yet exist.
- Customer Effort Reduction: Drive initiatives aimed at radically reducing customer effort, streamlining the escalation path to deliver swift, elegant, and permanent resolutions.
- Technical & Product Collaboration: Partner with Product and Engineering teams to advocate for and co-create technical solutions, tool enhancements, and automation that address the root causes of escalations.
- Cross-Functional Influence & Change Management: Thrive in ambiguity and lead through influence; collaborate with Community Operations (CommOps) and business stakeholders to drive critical decisions, execute complex projects, and align global/regional teams.
- Executive Presence & Stakeholder Management: Effectively represent the team’s strategic initiatives, performance, and impact to senior leadership and global stakeholders while expertly managing expectations.
- Operational Planning & Roadmapping: Facilitate holistic operational planning, including headcount forecasting, support product/tech roadmaps, and the establishment of critical decision and enablement timelines.
- People Leadership & Culture: Recruit, develop, and mentor a diverse, high-performing team; foster a positive, inclusive, and psychologically safe team culture centered on continuous growth and empathy.
---- Basic Qualifications ----
- 6+ years of prior work experience in strategy, planning, operations, program management or consulting
- Experience leading multiple cross-functional initiatives & working with Global programs
- Experience gathering requirements and coordinating with global teams
- 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
- 3 years of experience leading a team
---- Preferred Qualifications ----
- Strategic Planning & Roadmapping: Proven track record of developing scalable long-term roadmaps, defining critical success metrics, and driving execution across large-scale organizations.
- Operational Excellence & Scaling: Expert in designing and optimizing efficient, repeatable processes that enhance customer experience (CX) and streamline cross-functional workflows.
- Agile & Analytical Decision-Making: Adept at balancing rigorous strategic analysis with swift, decisive action, effective change management, and timely project delivery.
- Data Analytics & Storytelling: Highly data-driven with sharp business judgment; skilled at translating complex data sets into actionable insights and compelling visual narratives (including executive-level slides and charts).
- Stakeholder & Priority Management: Demonstrated success navigating conflicting priorities among diverse stakeholders, continually iterating on programs to deliver high-value outcomes.
- Crisis & Outage Management: Experienced in managing ambiguity within fast-paced, high-stakes service and customer support environments, with a specialized focus on crisis and incident response.
- Credentials: Certified professional utilizing industry-standard methodologies including PMP, Six Sigma, and Agile to drive project governance and continuous improvement.