About the Role
The role is responsible for leading outage and crisis management within the EMEA time zone, ensuring timely global incident response, while driving remediation planning and execution across regional stakeholders with a focus on EMEA impact.
This role also ensures strategic and operational alignment across CommOps, Engineering, and Product stakeholders, enabling efficient issue resolution, high-quality support experiences, and reduced friction for customers and agents. The scope covers full lifecycle ownership of support operations from issue escalation, issue management, incident response, and resolution, with an emphasis on driving measurable improvements in speed, quality, and customer experience.
What you'll do
- Define and execute the product operational support strategy for the core product domain aligned with global product roadmaps and Global Fix Experience goals.
- Collaborate with Product, Engineering, and Community Operations to identify and address customer pain points, reduce mis-escalations, and improve resolution quality.
- Lead and support incident management efforts, including impact assessment, stakeholder coordination, and post-mortem improvement planning.
- Achieve key support KPIs (e.g., time to escalate, escalation rate, resolution time, preventable escalations) and drive continuous improvements based on data and frontline feedback.
- Contribute to knowledge base development, agent training, and the design of scalable, customer-centric support processes.
- Coordinate management of critical outages (CommOps response), ensuring EMEA response in collaboration with Global Escalation Crisis Coordinators
Basic Qualifications
- 8+ years of experience in technical program management, support operations, product support, or outage/crisis response roles.
- Proven experience supporting technical products, escalation processes, and incident management frameworks, understanding of product architecture, common failure points, and customer use cases
- Bachelor's Degree in Logistics, Program Management, or relevant field
Preferred Qualifications
- Outstanding verbal and written communication skills; comfortable in engaging and communicating with senior stakeholders
- Cross-Functional Leadership - demonstrated ability to lead cross-functional events and initiatives involving Support teams, Product, and Engineering
- Support Strategy & Process Design - track record of designing and scaling support strategies that reduce escalated inflows, improve resolution times, and enhance customer satisfaction.
- Operational support experience managing large-scale operations, driving improvements in organisational design, and taking ownership of the results
- Familiarity with support tools (e.g., Jira) and experience integrating Gen AI into support workflows to transform support operations, including early detection of issues, smarter triage, or support deflection.
- Ability to influence product roadmaps and design scalable support processes that drive measurable CX improvements.
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.