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.
