Program Specialist IV - Executive Premier Support Office (EPSO)

About This Role

The Program Specialist IV in the Executive Premier Support Office (EPSO) manages high-priority escalations for Uber's critical stakeholders, including executive leadership and high-impact teams. This role ensures swift, precise, and professional resolution while identifying systemic issues to improve Uber's operations and customer experience.

Responsibilities

• Own and resolve high-stakes, high-visibility escalations from intake through resolution, ensuring empathy, accuracy, and speed.
• 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.
• Serve as a key link between Executive Leadership and Operations, providing crisp, executive-ready updates.
• Collaborate closely with Communications and Marketing to ensure alignment in tone, messaging, and brand integrity during sensitive 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 and ensuring smooth handovers between shifts.

Requirements

• 2 years of experience in project management

Qualifications

• Bachelor's degree in Communications, Business, Public Relations, or Operations
• 2 years of experience in project management

Nice to Have

• 3+ years of experience in customer support, escalations management, or operations
• Exceptional written and verbal communication skills for executive audiences
• Strong analytical and investigative capabilities with experience identifying root and systemic causes
• Proven ability to prioritize ruthlessly across multiple urgent cases
• Deep customer empathy
• Experience with CRM or case management systems (e.g., Jira, Zendesk)
• Comfortable navigating ambiguous, high-pressure situations
• Prior 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
• Experience producing executive-ready documentation that blends operational detail with strategic insight

Skills

* Required skills

Benefits