Global Program Manager, Executive Premier Support Office

About the Role and Team

The Executive Premier Support Office (EPSO) is a newly established team within Uber’s Global Escalations organization, focused on delivering high-priority support to Uber’s most critical stakeholders. This includes high-impact teams (safety, fraud, comms, social media), high-vis partners such as the Executive Leadership Team (ELT), and other critical teams & leaders.

We’re looking for a Global Program Manager to join this specialized team and assist in the management of time-sensitive and high-priority escalations. In this role, you will contribute to the full case lifecycle—from internal intake to external customer outreach to issue resolution and executive follow-up. You’ll work closely with cross-functional partners to drive fast, accurate solutions and help maintain a high bar for customer experience.

As part of a global team, you will collaborate with stakeholders across multiple regions, particularly in US&C, EMEA, and APAC. This role requires strong attention to detail, excellent communication skills, and the ability to drive solutions for complex, high-stakes issues with discretion and clarity. You’ll represent the voice of the customer and ensure every escalation receives the urgency and professionalism it demands.

What You’ll Do

• Participate in a global on-call rotation to provide support outside standard business hours—including nights, weekends, and holidays.
• Assist in the management of high-priority escalations from intake through resolution, providing support for Uber’s most critical customers and internal stakeholders.
• Contribute to the case management process for EPSO, ensuring timely, high-quality outcomes and proactive communication across internal audiences.
• Skillfully communicate with diverse external audiences across platforms including phone, email, and chat.
• Support program and regional teams in aligning internal communications and root cause narratives with broader strategic objectives.
• Assist in the review and editing of resolution summaries to ensure they meet standards for clarity, accuracy, and tone—especially for ELT visibility.
• Contribute to operational continuity by supporting the review of actions taken by the EPSO team across all global shifts (24/7).
• Serve as a point of contact for internal inquiries during active escalations, helping to coordinate across functions and ensuring the swift engagement of the right teams.
• Collaborate cross-functionally with Customer Advocacy & Solutions, Engineering, Product, Legal, and Communications to help drive fast and effective resolution of complex, sensitive issues.
• Assist in the drafting and editing of post-resolution documentation, including executive-ready summaries and actionable next steps.
• Support team communications and recognition initiatives that help build the brand and internal identity of the EPSO team.
• Observe and report recurring themes and operational gaps, sharing insights to inform process improvements that increase efficiency and consistency across the team.
• Manage a team of support agents, taking ownership of their professional growth and operational success by establishing clear expectations and providing personalized coaching.

Basic Qualifications

• 3+ years experience of operations, investment banking / consulting / business intelligence / strategy or related experience.
• 2+ years in coaching, developing, and leading a team
• Excel proficiency (modeling, data visualization) and/or working knowledge in applying SQL, Python, R, Stata or similar statistical language.

Preferred Qualifications

• Bachelor’s degree in Business, Communications, Operations, or a related discipline.
• Experience collaborating with cross-functional teams across multiple time zones.
• Familiarity with customer relationship management (CRM) software or other customer support tools.
• Previous experience with on-call rotations or incident response in operational settings.
• Experience with sensitive and critical customer care escalations.
• High-growth operations or startup experience is strongly preferred.
• Strong business acumen, with experience evaluating a line of business holistically and understanding how to drive growth, both short and long-term
• Excellent presentation and communication skills, with experience managing cross functional partnerships and relationships.
• Data-Driven Mentality: Make strategic decisions based on data analysis and interpretation. Experience getting in the weeds of data, balanced with the ability to see the big picture.
• Communication: Demonstrated experience interpreting and presenting data to various audiences in an engaging and comprehensive, yet succinct manner
• Teamwork: Demonstrate optimism, respect others, and work well in a team. Ability to work with people from a diverse set of backgrounds and responsibilities. Maintains healthy working relationships, even in disagreement.
• Executional Excellence: Ability to optimally manage and prioritize complex operations that require the support of peers and other teams, and deliver results in a fast-paced and ambiguous environment, while maintaining high-quality work standards.
• Planning & Organization: Ability to plan complex or multi-faceted projects with cross-functional teams, defining timelines, deliverables, interdependencies, and resource allocation.
• For San Francisco, CA-based roles: The base salary range for this role is USD $106,000 per year - USD $118,000 per year.
• You will be eligible to participate in Uber's bonus program, and may be offered an equity award & other types of comp. All full-time employees are eligible to participate in a 401(k) plan. You will also be eligible for various benefits.