About the Team
The Executive Premier Support Office (EPSO) is a newly established team within Uber's Global Escalations organization, focused on delivering 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.
EPSO's mission is to ensure every escalation receives swift, precise, and professional handling-while also identifying the systemic issues behind them to strengthen Uber's operations and customer experience at scale
About the Role
We're looking for a Program Specialist to join this specialized team and manage time-sensitive, high-priority escalations from start to finish.
In this role, you will contribute to the full case lifecycle-from internal intake to external customer outreach to issue resolution and executive follow-up. You'll act as both a frontline problem-solver and an investigative analyst-delivering swift, precise, and empathetic resolutions while uncovering root causes that inform systemic improvements. Working closely with cross-functional partners, you'll help drive accurate, high-quality solutions, uphold a world-class customer experience, and represent Uber's highest standard of service with discretion, analytical depth, and professionalism.
Your Impact in Role
* Own and resolve high-stakes, high-visibility escalations from intake through resolution, ensuring empathy, accuracy, and speed in every response.
* Go beyond individual resolution-analyze each case for potential systemic drivers, documenting patterns and collaborating with cross-functional partners to mitigate recurrence.
* Conduct deep root cause investigations, synthesizing findings into clear and actionable insights for leadership and operational teams.
* Partner with Product, Engineering, Operations, and Legal to escalate structural or process-level gaps uncovered through EPSO cases, contributing directly to long-term improvement.
* Serve as a key link between Executive Leadership and Operations, providing crisp, executive-ready updates that communicate both tactical resolution and strategic implications.
* Collaborate closely with Communications and Marketing to ensure alignment in tone, messaging, and brand integrity during sensitive or public-facing issues.
* Identify and flag emerging trends or risks, acting as an early-warning mechanism for potential brand, safety, or operational challenges.
* Craft concise, executive-caliber summaries and internal reports, distilling complex case histories into clear narratives and next steps.
* Support continuity and consistency across EPSO's 24/7 operation by reviewing global case activity, documenting key learnings, and ensuring smooth handovers between shifts.
The Experience You'll Bring:
* 2+ years of experience in customer support, escalations management, or operations.
* Exceptional written and verbal communication skills, with the ability to craft messages suitable for executive audiences.
* Strong analytical and investigative capabilities, with demonstrated experience identifying and explaining root and systemic causes.
* Proven ability to prioritize ruthlessly across multiple urgent cases, balancing individual resolution with broader organizational impact.
* Deep customer empathy and an understanding of how high-touch support influences brand perception.
* Experience with CRM or case management systems (e.g., Jira, Zendesk, or equivalent).
* Comfortable navigating ambiguous, high-pressure situations with professionalism and composure.
Preferred Qualifications:
* Experience supporting executive-level stakeholders or managing brand-critical escalations.
* Exposure to incident response, systemic issue resolution, or root cause analysis frameworks.
* Familiarity with social media and brand reputation management best practices, including crisis handling and influencer engagement.
* Experience producing executive-ready documentation that blends operational detail with strategic insight.
Working Hours:
* Weekends & holiday work required
* 10am - 7pm OR 8am - 5pm hours
Training Requirements
* Training: ~8 weeks, with 50% conducted during U.S. working hours (M-F, 9:00am-5:00pm CT).