Uber—Program Leader, Global Escalations Support - CommOps

Job description

Description: About the Role The Program Leader, Global ECR, Reddit, & SORT is a strategic and operational leader responsible for the development, continuous improvement, and delivery of top-quality support via the following programs: - Our Executive Community Relations (ECR) team is Uber’s white-glove approach to providing end-to-end resolution across all LOBs and customer types to win back trust, reinspire customer loyalty after failed support experiences, and highlight complex issues to partner teams to investigate and mitigate root causes - Our Social Media Operations Response Team (SORT) team, the specialized support pillar that handles user issues and escalations coming in via social media channels (e.g., X/Twitter, Facebook, etc.), with a focus on higher-profile and higher-risk cases and reputation management - Our Reddit Escalations team that monitors Uber-specific subreddits for critical support issues., trained in identifying Uber users and/or trips from anonymous Reddit posts in an effort to escalate to cross-functional partner teams for full resolution and root cause analysis This leader will partner closely with our Global High Risk Escalations (GHRE) Program & Operations teams to understand evolving customer needs through a white glove and social care lens and help create support plans to meet them. They will motivate a team of global people managers and individual contributors to consistently deliver against KPIs and business goals. They celebrate wins and quickly act on opportunities. The Program Leader, Global ECR, Reddit, & SORT is customer-obsessed and comfortable leveraging data, partnerships, and technology to develop creative solutions that enhance the client experience. What You’ll Do: - Lead and motivate teams (including Customer Support Managers, Team Leads, and Representatives) to deliver on KPIs within a time-sensitive and dynamic environment - Uphold a top-quality support experience through the measurement of customer satisfaction, resolution time, and adherence to a rigorous quality assurance framework - Identify support opportunities within client NPS scores and create strategies to improve them over time - Develop direct reports (Customer Support Managers/Team Leads) into high-performing people and process managers - Leverage data and work with cross-functional business partners to determine areas of opportunity and design continuous improvement strategies - Integrate the efforts of teams across multiple shifts to deliver world-class customer support and attain service level requirements - Ensure clarity around priorities, goals, and metrics - Assist cross-functional stakeholders in retaining or closing new business by acting as the face of support on client calls or at industry conventions - Lead monthly business reviews with appropriate stakeholders to review successes and align on opportunities and action plans; deliver reliable and actionable insights - Create an inspiring and inclusive culture that enables people to do their best work - Secure the resources needed to help your team meet business objectives Basic Qualifications - 8+ years of professional experience in a highly productive customer support or service-industry environment - 4+ years of experience with managing managers and leading large teams - Experience in social media support or customer care support, driving an evolving support strategy - Advanced analytical skills with a high degree of comfort using spreadsheets - A demonstrated ability to set team goals, develop people to their highest levels of performance, and manage through challenging situations - Excellent attention to detail and project management skills - Outstanding written and verbal communication skills, including the ability to present effectively in front of peers and senior leadership - Comfort with ambiguity and change Preferred Qualifications - Knowledge of Lean, Six Sigma, and Kaizen methodologies - Familiarity with project management methodologies - Entrepreneurial spirit - You have the drive to continue building and improving all processes - SQL experience