About the Role
The Director of Global Escalations will be part of the Global Digital Experience team within the CommOps organization, and be responsible for developing a world-class and scalable customer support experience for escalated issues globally. You will lead an Escalations function that identifies and resolves escalated service recovery situations. You will also identify from these situations what improvements are needed in Tech, Operations and Customer support processes, agents and policies so that these situations don’t happen again.
What You’ll Do
Build Uber's global support escalation strategy and processes for both internal and external escalations. Set a clear vision, tie together existing efforts, and execute an integrated approach
Lead the global external escalations function, including social media support (day-to-day and critical brand response), managing high-priority, escalated and influencer cases. You will work in close partnership with Uber's Communications team to ensure swift and appropriate responses and utilize social listening to proactively identify emerging issues and sentiment gaps
Design and implement comprehensive standard operating procedures (SOPs) for the teams so that (a) escalated cases are handled well and (b) escalations are prevented from happening in future.
Use AI to drive root cause analysis and identify insights about experience gaps coming out of escalated cases and work with the Tech, CommOps and Ops teams to fix those
Lead and develop a team of about 150 people to become focused on transforming them into a team which (a) provides white glove support, (b) identifies root cause of poor customer experiences, (c) leverages AI proactively, (d) advocates for customers with internal Uber teams and (e) influences internal XFN teams to get issues fixed.
What You’ll Need
Basic Qualifications
12+ years experience in operations, program management, consulting or corporate strategy as a people leader within a fast-paced and complex environment
8+ years of leadership experience managing large, global teams including direct reports and Managers
2+ years of hands on experience with AI tools
Preferred Qualifications
Demonstrated evidence of customer obsession and advocacy
Strong problem solving abilities
Demonstrated evidence of using AI tools to achieve business and customer impact
Demonstrated ability to operate in a highly matrixed global environment. Proven ability to influence leaders and cross-functional partners across Product, Engineering, Communications, Legal, and other CommOps teams to drive alignment and results without direct authority
Great executive presence
Experience scaling programs globally
Excellent communicator
Strong business acumen
Demonstrated ability to (a) manage large scale changes and (b) to coach and develop large, scattered teams in a transformational context
Demonstrated deep process improvement experience; Lean Six Sigma certification and /or background in Systems Engineering will be a plus
Proven ability to think big-picture, define vision / strategy, and translate them into actionable plans. A hands-on operator who can get into the details and drive execution from the ground up
Uber's mission is to reimagine the way the world moves for the better. Here, bold ideas create real-world impact, challenges drive growth, and speed fuelds progress. What moves us, moves the world - let’s move it 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.