Sr Operations Manager - Internal Escalations
Uber Technologies, Inc.Match Score
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Job Description
Structured overview of role & requirementsAbout This Role
Own end-to-end resolution of critical escalations within global support channels, managing cross-functional projects from identification to mitigation.
Develop and execute strategic roadmap for internal escalations including partnership with product, engineering, and vendor teams to implement technical and operational solutions.
Lead and coach a team to establish escalation frameworks, improve processes, and deliver measurable improvements in customer and agent experience.
Minimum Requirements
6+ years of experience in strategy, operations, program management, consulting, or related fields.
3 years of experience leading a team.
Bachelor's degree or equivalent experience.
Must be able to spend at least 50% of time in-office unless fully remote work is approved.
Ideal Candidate Profile
Experienced in leading large cross-functional global initiatives with strong skills in stakeholder management and consensus building.
Demonstrated ability to develop scalable strategic plans and operational roadmaps, balancing data-driven decision-making with agile execution.
Familiar with project governance methodologies such as PMP, Six Sigma, or Agile, and comfortable managing ambiguity in high-stakes customer support environments.