Program Specialist IV

• Global ECRSupport Operations, Community Operations in Chicago, Illinois

• Full Time

About the RoleThe Global High-Risk Escalations team oversees Uber's customer support processes stemming from social media interactions and other internally-surfaced escalations. We're looking for a Program Specialist to help drive continuous improvement in our Global ECR (Executive Community Relations) program.

As the ECR program adopts a global-first approach, supporting high-tier earner / spender escalations for all regions is a critical task requiring a dedicated support specialist that can solve and coordinate resolutions globally. This role will work with the Global ECR Program Lead to help bridge the gap between customer support and program management. This position plays an important role to ensure critical cases for some of Uber's most high-profile support programs are resolved swiftly and consistently across regions while also balancing a weekly project workload.

Global High-Risk Escalations Program Specialists are detail-oriented, skillful written and verbal communicators, and have exceptional time-management skills to balance long-term priorities alongside short-term needs. Stakeholder management is also a critically important skill as Program Specialists will work with regional leaders to implement global, operational updates to keep the programs running efficiently.

What You Will DoOwn and manage end-to-end case resolution and communication for cases that stretch across multiple mega-regions (e.g. case escalated in US but incident occurred in Mexico)

Provide unparalleled customer support experiences and resolutions for Uber employees, executive leadership, and key community influencers

Own support processes that are highly complex, urgent, and sensitive

Mitigate legal and media risk by providing seamless support for users whose experiences could impact Uber's public narrative

Send timely status updates, case reports, and process-improvement proposals to internal stakeholders

Build trust and maintain strong relationships with key business partners including Operations, Communications, Community Operations, Legal, and members of Uber's Executive Leadership Team

Navigate multiple knowledge bases (KBs) and contact management systems in order to resolve diverse and nuanced issue types across lines of business

Think outside of the box to develop creative support solutions that best serve the customer and Uber

Assist with day to day program management for US&C programs

Maintain program documentation across regions

Basic QualificationsIdeally, 2 years of experience in project management

Preferred QualificationsStrategic problem solving You can leverage multiple resources to inform and support critical decisions

Optimism You are motivated by a challenge, and you approach problems with a positive attitude

Excellent interpersonal skills You establish trust and effective working relationships with internal and external stakeholders

Excellent organization You effectively prioritize work to target the highest-impact issues first

High flexibility When the only constant is change, you're ready to roll with the punches while remaining customer-centric and driving resolutions

Proven ability to provide strong stakeholder management

Ability to work well under deadlines and juggling multiple priorities

Ability to synthesize information quickly, highlight the key takeaways, and disseminate actionable insights

Demonstrated experience balancing multiple projects at once, prioritizing tasks, and handling time effectively

Basic data analysis skills (including building charts)

Be able to learn and master multiple systems used within the workplace such as Google Suite, Salesforce, Sprinklr, JIRA, etc.

Experience within customer support organizations

• Strong written and verbal communication skills You are an effective communicator and listener, and you're comfortable expressing ideas and opinions to varied audiences