Director, Global Escalations

About the position

The Director of Global Escalations will be part of the broader Global Programs, Innovation & Advocacy team within the CommOps organization, and be responsible for developing a world-class and scalable customer support experience globally. You will lead an Escalations function that identifies, resolves, and prevents customer experience gaps and play a critical role in bringing practical insights on our most pressing customer challenges across the platform to Business and Product partners.

Responsibilities

• Build Uber's global support escalation strategy and processes. Set a clear vision, tie together existing strong individual efforts, and execute an integrated approach to uplift support quality.
• Lead the global external escalations function, including social media support (day-to-day and critical brand response), managing high-priority and influencer cases, and overseeing Executive Leadership Team (ELT) escalations.
• Work in close partnership with Uber's Communications team to ensure swift and appropriate responses.
• Utilize social listening (e.g., Reddit) to proactively identify emerging issues and sentiment gaps.
• Design and implement robust Tier 2 and Tier 3 escalation frameworks, including developing comprehensive standard operating procedures (SOPs), identifying and integrating necessary technology, and program managing the escalation process from our BPO partners to our Centers of Excellence (COEs) in both APAC and the US.
• Mobilize cross-functional teams, ensure unified support operations, identify and triage critical bugs, to ensure rapid resolution.
• Drive the root cause analysis of escalated issues to identify and implement fixes in both internal support processes and product features, aiming to prevent issues from recurring upstream.
• Identify and advocate for the development of necessary tools.
• Develop and operationalize a long-term vision to help the team drive comprehensive problem solving of complex customer challenges across the Uber ecosystem.
• Lead the design of operational processes to identify, rectify and prevent customer issues, resulting from product, support policies or agent performance gaps.
• Source practical customer insights and influence partners across Product, Engineering, Operations and Customer support to improve customer offering.
• Lead and develop a team of 130+.
• AI-Driven Escalation Innovation: Strategically design, develop, and build cutting-edge escalation processes specifically for tech-driven and AI-influenced issues.

Requirements

• 12+ years experience in operations, program management, consulting or corporate strategy as a people leader within a fast-paced and complex environment.
• 10+ years of leadership experience managing large, global teams including direct reports and Managers.

Nice-to-haves

• Proven ability to think big-picture, define complex strategies, and translate them into actionable plans.
• Deep experience and expertise in leading customer support operations.
• Comfort operating 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.
• Experience scaling programs globally, starting with a strong foundation in a key market (e.g., US) and expanding effectively.
• Demonstrated deep process improvement experience.
• Lean Six Sigma certification and/or background in Systems Engineering.

Benefits

• Base salary range for this role is USD$221,000 per year - USD$245,500 per year.
• Eligible to participate in Uber's bonus program.
• May be offered an equity award & other types of compensation.
• Eligible for various benefits.