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Global Senior Customer Operations Manager, Executive Premier Support Office
4 weeks ago
About The Role
The Executive Premier Support Office (EPSO) is a newly established team within Uber's Global Escalations organization, focused on delivering white-glove, high-priority support to Uber's most critical stakeholders. This includes high-impact teams (safety, fraud, comms, social media), high-vis partners such as the Executive Leadership Team (ELT), and other critical teams & leaders.
We're looking for a Global Senior Customer Operations Manager to join this specialized team and take direct ownership of time-sensitive and high-priority escalations. In this role, you will manage the full case lifecycle—from internal intake to external customer outreach to issue resolution and executive follow-up. You/'ll work closely with cross-functional partners to drive fast, accurate solutions and maintain a high bar for customer experience.
As part of a global team, you will collaborate with stakeholders across multiple regions, particularly in US&C, EMEA, and APAC. This role requires strong attention to detail, excellent communication skills, and the ability to handle complex, high-stakes issues with discretion and clarity. You/'ll represent the voice of the customer and ensure every escalation receives the urgency and professionalism it demands.
What You'll Do
Own and manage high-priority escalations from intake through resolution, delivering white-glove support to Uber's most critical customers and internal stakeholders
Serve as the primary case manager 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
Partner with program and regional teams to align internal communications and root cause narratives with broader strategic objectives
Review, edit, and approve all resolution summaries, ensuring they meet standards for clarity, accuracy, and tone—especially for ELT visibility
Maintain operational continuity by reviewing and validating actions taken by the EPSO team across all global shifts (24/7)
Act as the internal traffic controller during active escalations, coordinating across functions and ensuring swift engagement of the right teams
Collaborate cross-functionally with CommOps, Engineering, Product, Legal, and Communications to drive fast and effective resolution of complex, sensitive issues
Draft and deliver clear post-resolution documentation, including executive-ready summaries and actionable next steps
Contribute to the branding and internal identity of the EPSO team through ongoing support of communications, visibility, and recognition initiatives
Identify recurring themes and operational gaps, sharing insights to inform process improvements that increase efficiency and consistency across the team
Participate in a global on-call rotation, providing coverage outside standard business hours—including nights, weekends, and holidays
Direct a team of up to 12 support agents, taking ownership of their professional growth and operational success by establishing clear expectations, providing personalized coaching, and conducting regular performance reviews to ensure the team consistently achieves key metrics.
Basic Qualifications
Bachelor's degree in Business, Communications, Operations, or a related discipline
5+ years of experience in customer experience, operations, trust & safety, escalations, or related roles
Preferred Qualifications
Experience collaborating with cross-functional teams across multiple time zones
Familiarity with internal customer support platforms and tools (e.g., Zendesk, Salesforce, or similar)
Previous experience with on-call rotations or incident response in operational settings
Comfortable engaging with executive or senior-level stakeholders and adapting communication accordingly
Experience with sensitive and critical customer care escalations
Proven ability to handle sensitive, high-visibility issues in fast-paced, high-pressure environments
Excellent written and verbal communication skills, with strong adaptability to tailor messaging for diverse audiences
Strong organizational skills and a keen eye for detail, paired with effective problem-solving abilities
Demonstrated capacity to manage competing priorities and respond swiftly to time-sensitive situations
Proactive self-starter who takes full ownership of tasks and thrives both independently and within collaborative teams
Training Requirements
~8 weeks of training
50% of training needs to be during US working hours (M-F between 9:00am-5:00pm CT)
Shift Requirements
Shifts follow US Central time changes throughout the year (i.e., Daylight Saving Time)
Work Schedule and Flexibility
This role supports a 24x7 operation requiring 8.5-hour shifts including a 30-minute handover period. Shift start times will generally fall between 7:00 AM and 11:00 AM local time and will be determined during the interview process; however, candidates should be prepared for periodic adjustments to shift schedules throughout the year due to factors such as daylight saving time changes and evolving business needs. Flexibility and adaptability to such scheduling variations are essential.
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