About the Role
The Escalations Program Specialist will play a pivotal role in managing and optimizing escalation programs across EMEA. This role focuses on driving operational excellence through effective stakeholder management, strategic problem-solving, and proactive risk mitigation. With strong communication and organizational skills, you will work cross-functionally to minimize business risks, enhance customer experience, and build trusted stakeholder relationships, ensuring a seamless and efficient escalation process.
What you'll do
- Oversee and manage escalation programs across EMEA, ensuring smooth operations, timely issue resolution, and alignment with business priorities.
- Collaborate closely with Field Operations teams to enable them to provide best-in-class escalation support by improving processes, providing clear guidance, and ensuring readiness.
- Act as the key point of contact for stakeholders, providing clear updates, facilitating alignment, and ensuring exceptional stakeholder and customer experience.
- Partner with global counterparts to represent EMEA needs, advocate for regional priorities, and align on best practices to ensure consistency across regions.
- Leverage data and insights to monitor program performance, identify trends, and recommend strategies for optimization and efficiency.
- Develop and maintain detailed documentation, including tracking escalations, progress, and outcomes, while driving accountability across teams.
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What you'll need
- 4+ years of experience in program management, operations, or a similar role, preferably in a fast-paced, cross-functional environment
- Exceptional Communication and Stakeholder Management: Strong ability to communicate effectively with diverse stakeholders across various levels of the organization. Experience building trust, aligning priorities, and managing stakeholder expectations to ensure seamless program execution.
- Strategic Program Management Expertise: Proven experience managing complex programs with a focus on operational excellence, risk mitigation, and scalability. Demonstrated ability to drive process improvements, streamline workflows, and deliver measurable outcomes in fast-paced environments.
- Data-Driven Problem Solving: Expertise in analyzing data to identify trends, derive insights, and make strategic decisions to minimize risks and improve customer experiences. Proficiency with tools such as Excel, project management platforms (e.g., Jira, Asana, or similar), Tableau, or other analytics platforms to drive actionable outcomes.
- Customer-Centric Mindset with Risk Mitigation Skills: Demonstrated ability to balance business objectives with a strong focus on enhancing customer and stakeholder experience. Proactive approach to identifying potential risks and implementing strategies to mitigate them while ensuring operational efficiency.
We welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently. If you have the curiosity, passion, and collaborative spirit, work with us, and let's move the world forward, together.
Offices continue to be central to collaboration and Uber's cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role.
*Accommodations may be available based on religious and/or medical conditions, or as required by applicable law. To request an accommodation, please reach out to accommodations@uber.com.